Guest Services Manager

Hampton Inn Majestic Chicago Theatre District; Chicago (IL); On-site; USD 42,000 - 56,000; 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 at worldwid

Hotel and travel discounts at worldw

Professional development and promotion

Job summary

Hampton Inn Majestic Chicago Theatre District is seeking a Guest Service Manager to lead the front desk and guest services team, ensuring top-notch guest satisfaction and adherence to brand standards. You will train and coach staff, manage scheduling, and collaborate with other hotel departments to deliver a seamless hospitality experience.

The role emphasizes problem-solving, staff development, and maintaining professional service aligned with the hotel brand.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Excellent verbal and written communication skills.
• Ability to speak, read, and write in the primary language used in the workplace.

Responsibilities

• Welcome arriving guests and manage the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and information is accurate.
• Engage with guests to build rapport and uncover expectations and needs.
• Communicate with guests via phone or electronic channels per brand standards to ensure satisfaction.
• Promote loyalty programs and offer special rate packages and upgrades when appropriate.
• Coordinate with hotel departments to ensure timely delivery of guest expectations and resolve issues.
• Solicit guest feedback and act on concerns when necessary.
• Maintain professionalism aligned with brand and company expectations.
• Know and communicate hotel emergency procedures and assist guests in emergencies.
• Use hotel logs to notify staff of pertinent information.
• Maintain balance and security of the house bank and log all transactions when applicable.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Education

High School diploma

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 attracting and retaining top talent on the guest services team, 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