Job Description
Join the award-winning Grand River Hotel Group as we redefine luxury hospitality in downtown Chicago. We're seeking a dynamic Guest Services Manager to lead our front desk operations and create unforgettable guest experiences. Our hotel boasts panoramic lake views, Michelin-adjacent dining, and world-class amenities in the heart of the Magnificent Mile. This role offers competitive benefits, career advancement opportunities, and the chance to work in one of America's most vibrant hospitality scenes.
Responsibilities
- Oversee all front desk operations including check-in/out, VIP guest handling, and concierge services
- Train and mentor front desk agents on service excellence and conflict resolution
- Implement revenue management strategies to optimize room occupancy and average daily rate
- Coordinate with housekeeping, maintenance, and F&B departments for seamless guest experiences
- Resolve escalated guest complaints with empathy and proactive solutions
- Monitor key performance metrics and implement improvement strategies
- Manage inventory for guest amenities and front desk supplies
Qualifications
- 3+ years in hotel management with 2+ years in front desk leadership
- Proven expertise in Opera PMS and hotel management software
- Exceptional communication and interpersonal skills
- Ability to work flexible shifts including nights, weekends, and holidays
- Certification in Hospitality Management preferred
- Strong problem-solving abilities under pressure
- Knowledge of Chicago tourism landscape and local attractions
- Proficiency in multiple languages (Spanish highly valued)