Job Description
Join our award-winning luxury hotel in downtown Chicago as we seek a dynamic Guest Services Manager to lead our front desk operations. As the first point of contact for our discerning guests, you'll orchestrate seamless check-in/out experiences, resolve complex inquiries with finesse, and mentor a team of hospitality professionals. This role requires exceptional leadership skills and a passion for delivering five-star service in one of America's most vibrant cities.
Responsibilities
- Supervise 10+ front desk agents and concierge staff during all shifts
- Handle VIP guest requests and high-profile clientele with discretion
- Implement operational procedures for check-in/check-out efficiency
- Resolve escalated guest complaints with innovative solutions
- Train staff on reservation systems and brand standards
- Collaborate with housekeeping and F&B departments for cohesive service
- Analyze guest feedback to drive service improvements
Qualifications
- 5+ years in luxury hotel front desk management
- Proven experience with Opera/PMS systems
- Bachelor's degree in Hospitality or related field
- Advanced knowledge of Chicago tourism landscape
- Fluency in English; Spanish/French preferred
- ServSafe certification required
- Ability to work flexible schedules including nights/weekends