Job Description
Join the heart of Chicago's luxury hospitality scene at Grand Plaza Hotel Chicago. We're seeking a dynamic Guest Services Manager to elevate our guest experience to new heights. In this pivotal role, you'll lead our front desk team, ensuring seamless operations and creating memorable stays for discerning travelers. Enjoy competitive compensation, comprehensive benefits, and the opportunity to grow your career in one of the world's most vibrant cities.
Responsibilities
- Lead and mentor a team of 10+ front desk agents to deliver exceptional guest service
- Oversee check-in/check-out processes, room assignments, and VIP guest handling
- Resolve complex guest inquiries and complaints with professionalism and empathy
- Coordinate with housekeeping, maintenance, and F&B departments for operational excellence
- Implement and optimize service standards through training and performance metrics
- Manage daily revenue management tasks including rate adjustments and occupancy forecasting
- Train staff on property management systems and emergency procedures
Qualifications
- 3+ years of hotel front desk management experience in luxury properties
- Proven leadership skills with ability to motivate diverse teams
- Expert knowledge of Opera PMS and hotel management systems
- Exceptional problem-solving and conflict resolution abilities
- Strong organizational skills with attention to detail
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid Illinois Food Handler's Certificate preferred
- Bachelor's degree in Hospitality Management or related field preferred