Assistant Guest Services Manager

Study Hotels; Chicago (IL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Restaurant discounts

Employee partner perks

Job summary

Study Hotels at the University of Chicago is seeking an Assistant Guest Service Manager to lead a team delivering the highest quality of service to our guests. Under the Guest Service Manager, you will oversee daily Front Desk and Living Room operations in Chicago.

We welcome energetic, service-oriented individuals with experience in efficient service and memorable guest experiences. This role involves supervising front desk staff, coordinating with other departments, and helping to drive

Qualifications

• HS Diploma or Equivalent Required.
• Copy of DD214, if Veteran status.

Responsibilities

• Be an integral part of Front Office operations, including guest check-ins/outs, answering phone calls, reservations, audits, and guest inquiries.
• Manage, mentor, and engage Guest Service Agents, Night Audit, and Valet team members; set clear expectations and accountability.
• Support the Guest Service Manager in creating a positive working environment that promotes curiosity, teamwork, and growth.
• Provide the highest level of hospitality service expected by guests.
• Coordinate with front desk, housekeeping, and other departments to meet guest requests.
• Train and develop staff to be personable and professional for a thoughtful guest experience.
• Recruit, interview, and onboard new team members.
• Lead, motivate, and manage front office staff with presentation and punctuality.
• Conduct staff training, onboarding, and performance evaluations; support skill development and cohesion.
• Bridge between front office and back office for smooth communication.
• Address guest concerns and resolve matters to deliver a thoughtful guest experience.
• Assist in scheduling, payroll, and shift management for front desk employees.
• Resolve complaints in person, by phone, or in writing.
• Promote hotel facilities and sales offers; support marketing and revenue initiatives.
• Prepare for group arrivals and ensure correct billing; coordinate with Reservations Coordinator for group billing accuracy.
• Assist in creating or changing SOPs, checklists, and training guides.
• Work with accounting to ensure group billing and night audit accuracy.

Skills

Guest service

Leadership

Communication

Team management

Front desk operations

Scheduling

Education

HS Diploma or Equivalent

Job description

The Study atUniversity of Chicagois currently seeking a full-timeAssistant Guest Service Managerto help lead a team of associates that provide genuine hospitality and the highest quality of service to our guests. Under the direction of the Guest Service Manager, the Assistant Guest Service Manageris responsible forthe daily operation of the Front Desk and Living Room.

Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

Responsibilities

• Be an integral part of the Front Office operations, including guest check-ins and outs, answering phone calls, making reservations, performingaudit, and responding to guest inquiries.

• Manage, mentor, and engage Guest Service Agents, Night Audit, and Valet team members, set clear expectations, andestablishaccountability in a team setting.

• Support the Guest Service Manager in creating and fostering a positive working environment that promotes curiosity, teamwork, and growth.

• Provide the highest and most efficient level of hospitality service expected by our guests.

• Coordinate with the front desk, housekeeping, and other departments to meet guest requests.

• Train and develop staff to be personable and professional in all settings and provide a thoughtful guest experience.

• Work closely with the Guest Service Manager to recruit, interview, and onboard new team members.

• Lead, motivate, and manage front office staff, ensuring proper presentation, punctuality, and adherence to hotel policies.

• Conduct staff training, onboarding, and performance evaluations, supporting skill development and team cohesion.

• Act as a bridge between front office and back office, ensuring smooth communication and operational coordination.

• Field guest concerns, listen and extendassistanceto resolve matters and deliver a thoughtful and enjoyable guest experience.

• Assistin scheduling, payroll, and shift management for front desk employees.

• Resolve complaints in person, by phone, or through written message.

• Foster a professional rapportwith return guests, group contacts,university contacts,and other guests to provide personalized service.

• Assistin scheduling, payroll, and shift management for front desk employees.

• Promote hotel facilities and sales offers to guests, supporting marketing and revenue initiatives.

• Prepare for group arrivals, pre-shift the team, accordingly, communicating group needs and ensuring billing is correct and set up according to the Resume.

• Work closely with theReservations Coordinatorto ensurereservation andgroup billingaccuracy.

• Support the guest service manager in creating or changing SOPs, checklists, and training guides.

• Work closely with the accounting department to ensure group billing, cashier, and night audit accuracy.

• Performs other duties ifrequiredand as assigned, asstatedabovemay not be inclusive of every task needed to achieve results.

Education

HS Diploma or Equivalent Required

Certification(s) or License:

Copy of DD214, if Veteran status

Skills & Abilities:

Ability to maintain a friendly, cheerful, and courteous demeanorat all times.

Ability to positively communicate and interact with all hotel departments.

Excellent verbal and written interpersonal communication skills.

Strong organizational skills, including follow-up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.

Flexibility to work any shift, including evenings, overnights, weekends, and holidays.

Proficiencyin Englishrequired.

Physical:

Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 40 lbs.

Ability to sit forlong periodsindoors with a thematically climate-controlled workstation.

Study Hotels is a drug-free workplace.

Other

Must be at least 18 years of age.

Satisfactory completion of background check.