Guest Service Manager

Jones Lang LaSalle Incorporated; Riverwoods (IL); On-site; USD 62,000 - 68,000; Full time

Benefits offered by this job

401(k) plan with matching

Medical, Dental & Vision care

Paid parental leave

Paid Time Off & company holidays

Daily Pay

Job summary

Jones Lang LaSalle Incorporated is seeking a Guest Service Manager in Riverwoods, IL, to lead on-site operations and provide remote support for a secondary office. You will deliver a hospitality-driven workplace experience, oversee daily Guest Services, and mentor the team to uphold service excellence.

The role emphasizes proactive communication, collaboration with stakeholders, and continuous improvement in a fast-paced environment.

Qualifications

• Experience supervising in hospitality, workplace experience, or customer service-focused environment.
• Strong leadership, communication, and collaboration skills.
• Ability to manage multiple priorities and solve problems with sound judgment.

Responsibilities

• Deliver a welcoming, hospitality-driven workplace experience for employees, guests, and visitors.
• Oversee daily Guest Services operations and ensure service standards.
• Perform routine quality checks to ensure proper staffing and service delivery.
• Respond to service requests with professionalism and urgency across management levels.
• Identify operational risks and escalate issues to minimize impact on operations.
• Coordinate facilities-related services and resolve related issues across locations.
• Collaborate with cross-functional teams to support workplace initiatives and improvement efforts.
• Manage weekly team schedules, timesheets, recruiting, onboarding, and coaching.

Skills

Leadership

Communication

Problem-solving

Organization

Hospitality experience

Education

Bachelor’s degree

Tools

Google Workspace

Workplace service systems

Job description

Guest Service Manager

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves:

The Guest Service Manager is responsible for delivering an exceptional workplace experience through proactive communication, high-touch hospitality, and operational excellence. In this client-facing role, you will lead the daily execution of the Guest Services program while building strong partnerships across teams, service providers, and client stakeholders. At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees — and this role plays an important part in creating memorable workplace experiences that reflect that commitment. The Guest Service Manager will oversee on-site operations and provide remote support for a secondary office location, ensuring services are delivered seamlessly, efficiently, and with a hospitality-first mindset. This position offers the opportunity to combine leadership, service excellence, and collaboration in an environment where we embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career.

What your day-to-day will look like:

• 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.

Required 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 organisational 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.

Preferred qualifications:

• Bachelor’s degree with 3–5 years of relevant experience in workplace experience, hospitality, facilities, or client services.
• Experience supporting staffing, employee development, coaching, mentoring, performance management and retention initiatives.
• Background in hospitality or corporate workplace environments with a strong focus on service delivery and employee experience.
• Experience managing client-facing programs or hospitality operations across multiple office locations.
• Proficiency with Google Workspace applications including Gmail, Docs, Sheets, and Slides.
• Familiarity with workplace service systems, work order management, and operational reporting tools.
• Ability to foster collaboration across teams while contributing to a culture where everyone is empowered to thrive.
• Passion for creating inclusive, service-oriented workplace environments that support wellbeing and positive team experiences.

Expected compensation for this position: 62,000.00 – 68,000.00 USD per year

Location: On-site –Riverwoods, IL

Personalized benefits that support personal well-being and growth: JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

Benefits:

Some of these benefits include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail].

This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities.

Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view a Supplemental Privacy Statement which describes your rights and disclosures about your personal information.

If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.