Guest Services Manager

Hoxton Hotel Group; Chicago (IL); On-site; USD 40,000 - 140,000; Full time

Job summary

A leading company in hospitality is seeking a Guest Services Manager for their Chicago location. The role involves overseeing front office operations, ensuring exceptional guest experience, and managing a dedicated team. The ideal candidate will possess strong organizational skills and a passion for customer service.

Benefits

PTO and great healthcare

Competitive salary & tips

Excellent discounts across the Hoxton family

Training and learning opportunities

Regular team get-togethers

Qualifications

• Experience in Front Office management.
• Ability to motivate and lead a team.
• Strong organizational skills.

Responsibilities

• Develop front office team to exceed guest expectations.
• Manage daily operations and occupancy levels.
• Cover night audit shifts as needed.

Skills

Organization

Customer service

Problem-solving

Team leadership

Tools

Opera

Job description

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Director of Rooms at The Hoxton, Chicago

We are looking for an experiencedGuest Service Managerto join our Front Office team!

The Guest Service Manager is responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure.

While this description is meant to give you an idea of how we see the role, it is not meant to be all-inclusive. As we adjust our service offerings and model, additional responsibilities may be asked of you to meet the ongoing operational needs.

What you’ll do…

• Assist in developing the front office team to deliver personal service that exceeds guest expectations.
• Support an environment of learning to ensure all members of the team are trained to understand and follow all standards of operation.
• Ensure the accuracy of data in all systems and provides the necessary daily reports for all departments.
• Manage the daily overbooking levels and work collaboratively with all departments to ensure maximum occupancy.
• Use a wide range of coaching skills to ensure that the team are well motivated and informed of day to day activity.
• Support realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.
• Cover the night audit shifts as needed
• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.
• Support recruitment efforts for the Front Office team.
• Monitor costs related to the front office department to agreed budgets and inventory levels.
• Oversee the guest breakfast program, ensuring all order are logged, posted, and communicated for accuracy in delivery.
• Responsible for the management of the AM/PM and overnight team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.
• To play an active role in projects that involve the development and evolution of the Front Office team.
• To assist Front Office Management to manage any changes in hotel procedures.
• Support the management of the Front Office schedule ensuring that all days are covered to meet business needs.
• You’ll be hands-on and willing to regularly work both front and back of house, maintaining lobby presence, spending time with guests and team members alike.
• Contribute to departmental scheduling, hiring, and performance management.
• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
• Lend a hand to not only guests but your colleagues and team alike - we’ve always been in it together, but as we re-open even more so than before.
• You’ll work closely with the Housekeeping, Sales, and Restaurants teams to make sure the overall operation is running smoothly.
• You’ll take safety seriously and follow all fire & security procedures, health & safety standards, and ensure you’re working in a safe manner at all times.

What we’re looking for…

• You have experience in Front Office, including managing a team.
• You execute. You get things done.
• You are scarily organized.
• You’re a natural host and can make guests and team members feel at home in our hotel.
• You’re an Opera wiz.
• You take oversight of issues, solve problems and make effective decisions.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You’re up for doing things differently and trying (almost) everything once.
• You’re flexible and open to lending a hand where needed.
• You want to join a team that works hard, supports each other, and has fun along the way.

What’s in it for you…

• PTO, great healthcare, competitive salary & tips, and nifty rewards for going the extra mile and living our values
• Excellent discounts across the Hoxton family for you and your nearest and dearest (even if you decide to leave us!)
• Training to get you settled into your role, learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• Regular team get togethers – we know how to have a good time!

The Hoxton, Chicago is anequal opportunityemployer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.True Facts. To apply or just learn more about us, visit us at the linked website and search job code

HXCH-46210

Chat soon, cheers!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Hospitality

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