Guest Experience Manager

Hyatt Regency; Chicago (IL); On-site; USD 60,000 - 74,000; Full time

Job summary

A leading hospitality company is seeking a Guest Experience Manager to enhance guest satisfaction and loyalty. This role involves collaborating across departments, handling guest concerns, and leading a team to ensure exceptional service. The ideal candidate will have strong leadership and communication skills, with a passion for hospitality.

Benefits

Health Plans

401(k) with Match

Employee Stock Purchase Plans

Paid Time Off

Discounted/Free Hotel Stays Worldwide

Free Meals

Transportation

Qualifications

• 3+ years of leadership experience in hospitality roles.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Champion the guest experience journey from pre-arrival to post-departure.
• Handle guest concerns promptly and log issues.
• Lead and coach team members, including training responsibilities.

Skills

Leadership

Communication

Problem-Solving

Interpersonal Skills

Teamwork

Tools

Medallia

Opera

Colleague Advantage

Zingle

Job description

Join to apply for the Guest Experience Manager role at Hyatt Regency

Organization - Hyatt Regency McCormick Place

Summary

Whether traveling for business or pleasure, Hyatt Regency McCormick Place offers over 1258 guest rooms, 53 suites, and 13,000 sq. ft. of meeting space. Our conference center features nearly 30,000 sq. ft. of meeting space. Guests can enjoy international cuisine at Third Star, ramen bowls at Sixes & Eights, or drinks at ARC Bar. The hotel also offers an indoor pool and a 24-hour StayFit Gym. With direct access to over 2.8 million sq. ft. of space at the country’s largest convention center, we cater to all needs.

At Hyatt, we prioritize authentic hospitality and meaningful guest experiences, driven by our caring and attentive associates. We aim to exceed expectations and reward talent with exciting challenges in hospitality.

Role Overview

The Guest Experience Manager is the ambassador of our service culture, ensuring every guest feels welcomed, valued, and cared for. You will collaborate across departments to enhance guest satisfaction and loyalty through innovative service initiatives.

Key Responsibilities

1. Champion the guest experience journey from pre-arrival to post-departure via email communications.
2. Follow up on active guest complaints during and after their stay.
3. Handle guest concerns promptly, logging issues and notifying relevant departments.
4. Create analytics from Medallia reports and develop Excel spreadsheets for sharing information.
5. Regularly communicate goals and results with hotel management.
6. Lead and coach team members, including training responsibilities.
7. Collaborate with departments like housekeeping, F&B, and engineering to personalize guest stays and ensure operational excellence.
8. Pre-plan welcome strategies for groups.
9. Develop and implement initiatives to improve guest satisfaction scores.
10. Analyze guest experience data and prepare management reports.
11. Promote a positive, team-oriented work environment that encourages staff development.

Salary & Benefits

The salary range is $60,100 to $73,600, commensurate with experience. Benefits include health plans, 401(k) with match, college savings, employee stock purchase plans, paid time off, holiday and sick leave, family bonding time, adoption assistance, discounted/free hotel stays worldwide, free meals, parking, transportation, and more.

Qualifications

• 3+ years of leadership experience in front office, guest services, or related hospitality roles.
• Ability to work under pressure in a fast-paced environment and as part of a team.
• Focus on guest needs, maintaining calm and courteous behavior.
• Self-motivated, able to work independently and collaboratively.
• Exceptional interpersonal, problem-solving, and communication skills.
• Passion for hospitality and guest-centered service.
• Ability to lead, motivate, and coach diverse teams.
• Familiarity with hotel systems (Colleague Advantage, Opera, Reserve) and feedback platforms (Medallia, Zingle, etc.).
• Flexible schedule including weekends and holidays.
• Highly organized, detail-oriented, and capable of handling a fast-paced environment.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Management
• Industry: Hospitality