Guest Services Manager

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

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job…

The Guest Service Manager leads the hotel’s front desk and guest services team. Guest Service Managers must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, Guest Service Managers must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Guest Service Manager include resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.

What you’ll be doing…

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace
• Physical:
• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Equal Opportunity Employer.

Source: Hospitality Online