Guest Experience & Operations Lead

JLL; Riverwoods (IL); On-site; USD 62,000 - 68,000; Full time

Job summary

JLL is seeking a Guest Service Manager to lead the frontline hospitality and workplace experience. This role will oversee on-site operations and provide remote support for a secondary office location, ensuring services are delivered with a hospitality-first mindset.

You will manage a Guest Services team, coordinate schedules, and drive service excellence across locations while partnering with stakeholders to continuously improve the employee experience.

Qualifications

• Previous supervisory or management experience in a hospitality, workplace experience, or customer service-focused environment.
• Strong leadership skills with the ability to motivate teams and drive service excellence, operational efficiency, and accountability.
• Excellent verbal and written communication skills with the ability to interact professionally with employees, guests, vendors, and senior stakeholders.
• Proven ability to manage multiple priorities, solve problems effectively, and respond to sensitive or complex situations with sound judgment.
• Strong organizational skills and a proactive, detail-oriented mindset with the ability to work independently with minimal supervision.
• Experience coordinating workplace operations, facilities-related services, or customer experience programs.
• Ability to identify risks, elevate issues appropriately, and support business continuity within a fast-paced environment.

Responsibilities

• Deliver a welcoming, hospitality-driven workplace experience for employees, guests, and visitors while serving as a key point of contact for client-facing services.
• Oversee daily Guest Services operations, including temporary access badges, landlord access cards, luggage storage, lost and found, and quarterly inspections of meeting rooms and artwork.
• Perform routine quality assurance checks to ensure operations are properly staffed, services are running smoothly, and workplace standards are consistently maintained.
• Respond to service requests and operational concerns with professionalism, urgency, and attention to detail while communicating effectively with stakeholders across all levels of management.
• Identify operational risks or service disruptions and elevate concerns appropriately to minimize impact on client operations.
• Coordinate and resolve issues related to workplace services such as janitorial support, parking, mailroom operations, conference rooms, copier services, and badging systems.
• Collaborate closely with cross-functional teams and service line leads to support workplace initiatives, employee engagement programs, and continuous service improvement efforts.
• Manage weekly team schedules, approve timesheets, and support recruiting, onboarding, training, coaching, and performance development for Guest Services team members.
• Update training documentation and informational materials to support operational consistency and service excellence across locations.

Skills

Leadership

Communication

Multi-tasking

Customer service

Problem solving

Education

Bachelor’s degree

Tools

Google Workspace

Job description

JLL is seeking a Guest Service Manager to lead the frontline hospitality and workplace experience. This role will oversee on-site operations and provide remote support for a secondary office location, ensuring services are delivered with a hospitality-first mindset.

You will manage a Guest Services team, coordinate schedules, and drive service excellence across locations while partnering with stakeholders to continuously improve the employee experience.