Director of Guest Relations

HSH Group / The Peninsula Hong Kong; United States; On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Vacation days

Paid holidays

Sick leave

Paid leave

Employee meals

Parking discount

Room nights discount

Spa discount

Spa retail discount

Medical/dental/vision coverage

Life insurance

Long-term disability

Retirement plan with match

Job summary

The Peninsula Chicago is seeking a Director of Guest Relations to lead the guest experience across the Rooms Division, delivering personalized service for a Five-Star, Five-Diamond property on Michigan Avenue.

You will set strategic direction, oversee VIP experiences, drive service standards, and collaborate with operations to elevate guest satisfaction while managing a high-touch team.

Qualifications

• Minimum 3 years of progressive experience in luxury hospitality or guest experience leadership.
• Proven experience leading leaders and managing multi-functional teams in a high-touch service environment.
• Strong understanding of luxury service standards, personalization, and guest engagement strategies.
• Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels.
• Highly organized with the ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving and decision-making capabilities, particularly in high-impact guest situations.
• Financial and business acumen with experience managing resources and budgets.
• Excellent command of written and spoken English.

Responsibilities

• Set and lead the strategic direction for Guest Relations, ensuring a consistently exceptional and personalized guest experience across all touchpoints.
• Champion a guest-centric culture by embedding service excellence standards and ensuring alignment with brand and Forbes expectations
• Oversee the end-to-end guest journey, ensuring seamless coordination from pre-arrival through post-departure engagement
• Drive personalization strategies by ensuring guest insights and preferences are effectively utilized across departments
• Provide executive oversight of VIP guest experiences, ensuring flawless execution and proactive engagement
• Establish and monitor service recovery frameworks, ensuring timely, thoughtful, and brand-aligned resolution of guest concerns
• Partner with operational and commercial leaders to ensure a cohesive and elevated guest experience across all departments
• Lead and develolp the Guest Relations leadership team, ensuring strong performance, engagement, and succession planning
• Identify opportunities to enhance the guest experience through innovation, process improvement, and service differentiation
• Leverage guest feedback and performance metrics to drive continuous improvement and strategic decision-making

Skills

Guest relations leadership

Luxury hospitality

Budget management

Staff development

Communication

English proficiency

Job description

The Peninsula Chicago is seeking a Director of Guest Relations to join our Rooms Division team and be an integral part of our guest-focused service.

• Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago.
• Grow within a diverse multi-outlet property.
• Exceptional health benefits package and 401(k) with company match.

Key Accountabilities:

• Set and lead the strategic direction for Guest Relations, ensuring a consistently exceptional and personalized guest experience across all touchpoints.
• Champion a guest-centric culture by embedding service excellence standards and ensuring alignment with brand and Forbes expectations
• Oversee the end-to-end guest journey, ensuring seamless coordination from pre-arrival through post-departure engagement
• Drive personalization strategies by ensuring guest insights and preferences are effectively utilized across departments
• Provide executive oversight of VIP guest experiences, ensuring flawless execution and proactive engagement
• Establish and monitor service recovery frameworks, ensuring timely, thoughtful, and brand-aligned resolution of guest concerns
• Partner with operational and commercial leaders to ensure a cohesive and elevated guest experience across all departments
• Lead and develolp the Guest Relations leadership team, ensuring strong performance, engagement, and succession planning
• Identify opportunities to enhance the guest experience through innovation, process improvement, and service differentiation
• Leverage guest feedback and performance metrics to drive continuous improvement and strategic decision-making

General Requirements:

• Minimum 3 years of progressive experience in luxury hospitality or guest experience leadership
• Proven experience leading leaders and managing multi-functional teams in a high-touch service environment
• Strong understanding of luxury service standards, personalization, and guest engagement strategies
• Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels
• Highly organized with the ability to manage competing priorities in a fast-paced environment
• Strong problem-solving and decision-making capabilities, particularly in high-impact guest situations
• Financial and business acumen with experience managing resources and budgets
• Excellent command of written and spoken English

Benefits We Offer:

• 10 vacation days per year.
• 9 paid holiday days per year.
• 5 Chicago Paid Sick Leave days per year.
• 5 Chicago Paid Leave days per year.
• Complimentary employee meals.
• Discounting parking.
• Discounted and complimentary room nights at The Peninsula Hotels.
• 50% discount on spa services.
• 25% discount on spa retail.
• 80% company-paid medical, dental, and vision coverage.
• Complimentary life insurance.
• Complimentary long-term disability.
• Retirement plan with 5% company match.

To be considered for the position, you must have work authorization in the United States. The salary range for this role is $80,000-90,000 per year.