Guest Experience Manager – Front Desk & Concierge

Travel Leisure Resort Development Inc; Chicago (IL); On-site; USD 90,000 - 91,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Paid time off

Job summary

Travel + Leisure Co. seeks a Universal Agent Manager to lead the front desk, concierge and marketing operations, delivering exceptional guest service and optimizing tournament flow and ticketing processes for maximum efficiency. You will supervise, train, and coach staff while coordinating with leadership to meet daily objectives.

The role emphasizes strong customer relations, quick problem solving, and the ability to improve guest satisfaction and loyalty in a dynamic hospitality environment.

Qualifications

• Minimum one year of successful customer service experience in a hospitality/hotel environment.
• Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills.
• Resevation software training or experience required.

Responsibilities

• Supervisor/coach front desk and concierge teams; ensure tour flow, Medallia scores and productivity.
• Attend weekly resort management and sales/marketing meetings; track tour flow and report to leadership.
• Greet, register, establish credit, issue keys, and complete checkout procedures for guests.
• Deliver concierge services and address guest questions, concerns, and requests promptly.

Skills

Customer service

Interpersonal skills

Communication skills

Leadership

Education

High School diploma

Tools

Reservation software

Job description

Travel + Leisure Co. seeks a Universal Agent Manager to lead the front desk, concierge and marketing operations, delivering exceptional guest service and optimizing tournament flow and ticketing processes for maximum efficiency. You will supervise, train, and coach staff while coordinating with leadership to meet daily objectives.

The role emphasizes strong customer relations, quick problem solving, and the ability to improve guest satisfaction and loyalty in a dynamic hospitality environment.