Guest Experience Manager — Front Desk Leader

Hiltons at McCormick Place; Chicago (IL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Insurance enrollment from day 1

Paid time off from day 1

Holiday pay from day 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development opportunities

Job summary

First Hospitality is seeking a Guest Service Manager to lead the front desk and guest services team, focusing on guest satisfaction across the hospitality experience. The role requires strong problem-solving, staff supervision, and adherence to brand standards.

The candidate will resolve guest challenges, train team members, and coordinate with other departments to meet guest expectations. A professional demeanor and effective communication are essential for success in this position.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Excellent verbal and written communication skills.

Responsibilities

• Lead the hotel’s front desk and guest services team to ensure guest satisfaction.
• Resolve guest challenges and maintain effective communication with guests and staff.
• Ensure staffing levels, train and coach team members, and model brand standards.
• Coordinate with hotel departments to fulfill guest requests and resolve issues promptly.
• Maintain professionalism in line with hotel brand and company expectations.
• Communicate emergency procedures and assist guests in emergencies.

Skills

Customer service

Communication

Education

High School diploma or equivalency education certificate

Job description

First Hospitality is seeking a Guest Service Manager to lead the front desk and guest services team, focusing on guest satisfaction across the hospitality experience. The role requires strong problem-solving, staff supervision, and adherence to brand standards.

The candidate will resolve guest challenges, train team members, and coordinate with other departments to meet guest expectations. A professional demeanor and effective communication are essential for success in this position.