Guest Services Manager: Front Desk Leader & Guest Delight

Hampton Inn Majestic Chicago Theatre District; Chicago (IL); Sur place; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Verbal communication

Written communication

Interpersonal skills

Formation

High School diploma

Description du poste

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.