Guest Services Manager: Front Desk Leader & Growth Perks

Hotel Leveque; Chicago (IL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Insurance enrollment DAY 1

Paid time off DAY 1

Holiday pay DAY 1

Hotel and travel discounts

Professional development

Job summary

Hampton Inn Majestic Chicago Theatre District in Chicago, IL seeks a Guest Service Manager to lead the front desk and guest services team, ensuring guest satisfaction and adherence to brand standards. The role includes staffing, coaching, and effective communication with guests and hotel departments to resolve issues.

Ideal candidates have 2+ years in customer service, preferably hospitality, and a high school diploma.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Hospitality experience

Communication

Education

High School diploma

Job description

Hampton Inn Majestic Chicago Theatre District in Chicago, IL seeks a Guest Service Manager to lead the front desk and guest services team, ensuring guest satisfaction and adherence to brand standards. The role includes staffing, coaching, and effective communication with guests and hotel departments to resolve issues.

Ideal candidates have 2+ years in customer service, preferably hospitality, and a high school diploma.