Hospitality Operations Lead: Guest Experience

IHG Hotels & Resorts; Naperville (IL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Full uniform

Room discounts

Training programs

Job summary

IHG Hotels & Resorts in Naperville, IL seeks an Operations Manager to lead daily hotel operations and maximize guest satisfaction.

You will partner with the General Manager, supervise front-line teams, set service standards, and ensure efficient performance across departments.

You’ll respond to guest concerns promptly, develop and monitor financial and operating plans, and drive profitability while maintaining top-tier guest experiences.

Qualifications

• Bachelor’s degree in Hotel Administration / Business Administration or equivalent.
• Three years of guest service/hotel experience with at least two years in a supervisory capacity.
• Previous extended stay experience or experience in a hotel of similar size and complexity preferred.
• Must speak fluent English.
• Other languages preferred.

Responsibilities

• Working closely with your General Manager – while also occasionally acting up in their absence
• Directing everyday activity and assignments to enable your team to deliver exceptional guest experiences
• Establishing and implementing service recovery guidelines to ensure complete guest satisfaction.
• Responding to guest complaints or concerns in a prompt and professional manner
• Helping your General Manager to develop, implement and monitor financial and operating plans to safeguard guest satisfaction and promote profitability

Skills

Guest service experience

Supervisory experience

Education

Bachelor's degree in Hotel Administration / Business Administration

Job description

IHG Hotels & Resorts in Naperville, IL seeks an Operations Manager to lead daily hotel operations and maximize guest satisfaction.

You will partner with the General Manager, supervise front-line teams, set service standards, and ensure efficient performance across departments.

You’ll respond to guest concerns promptly, develop and monitor financial and operating plans, and drive profitability while maintaining top-tier guest experiences.