Hotel Guest Service Manager

North Central Group; Chicago (IL); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a top-rated hotel as a Guest Service Manager and lead the front desk team in providing exceptional customer service. This role involves managing guest satisfaction, ensuring efficient operations, and delivering high-quality service standards. Enjoy professional development, travel perks, and a supportive work environment as part of NCG Hospitality's family-owned company.

Benefits

Paid Sick Time

Flexible schedules

401(k) retirement plan with matching

Paid time off

Travel perks for hotel stays

Educational and certification assistance

Qualifications

• Two or more years of supervisory experience.
• Strong customer service skills including problem-solving.
• Strong organizational skills and attention to detail.

Responsibilities

• Provides exceptional guest service setting the standard for the front desk team.
• Assists in the management of property operations and ensuring guest satisfaction.
• Maintains product and service quality standards by investigating complaints.

Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Customer Service Skills

Job description

Join our team, a 2025 USA Today Top Workplace Winner!

Now hiring a Hotel Guest Service Manager at the Hampton Inn & Suites Phoenix Downtown.

Why You’ll Love Working with Us
The Hampton Inn & Suites Phoenix Downtownis managed by NCG Hospitality, a family-owned property management company with over 45 years of proven success. We invest in you and your career development, providing tools, resources, and mentorship to help you succeed. We foster genuine customer engagement and a positive, team-oriented work culture where your contributions are valued and celebrated.

Achievements for NCG Hospitality and our portfolio of properties include:

• USA Today Top Workplace Winner 2025
• WI State Journal Top Workplace 2025
• Madison Magazine Best Places to Work 2025
• AZ Central Top Workplace 2024
• Cultural Excellence Award 2024

Our success at NCG Hospitality stems from our Team Members who are committed to delivering extraordinary experiences for all guests, while upholding our Core Values: Growth, Fun, Trust, and Responsibility. In return, we offer our Team Members the following benefits, incentives and more.

Professional Development:

- Dedicated training and development with opportunities for growth

- Educational and professional certification assistance

Team Member Travel Perks:

- Worldwide hotel stays starting at forty-nine dollars per night

- Rate based on availability and property brand

- Free night stays at NCG Hospitality hotels

Core Benefits:

- Paid Sick Time

- Paid time off and anniversary day off with pay

- Paid volunteer hours → Earn money for community service!

- Flexible schedules

Health and Wellness:

- Health, Dental and Vision plans

- Virtual telehealth services

- Team Member Assistance Program with mental health resources

- TeleDoc confidential counseling

- Health and fitness monthly reimbursement program

Financial:

- 401(k) retirement plan

- 100% match on the first 3% and 50% match on the next 2% of team member contributions

- Same day pay

- Catch Of The Day Program → Earn money for helping other team members and guests!

- Everyone Sells → Earn money for bringing in business to our properties!

- Referral program for team members

How do I make an impact on my team?

Guest Service Manager assists in the management of the property ensuring efficient operations and guest satisfaction of all outlets by maintaining and managing the highest standards of products and services.

• Provides exceptional guest service to all guests, setting the standard for front desk team to follow
• Review and work to maintain excellent service scores
• Assists with various accounting/financial functions for the property
• Assists General Manager in preparation of forecasts and reports and assists in the development,
  implementation, and monitoring of the budget
• Assists in maintaining product and service quality standards by investigating complaints and initiating corrective action, and by conducting periodic room inspections

What does success look like in this role?

• Two or more years of supervisory experience
• Two or more years of general property operations experience
• Strong interpersonal, relationship building and communication skills
• Strong organizational skills and attention to detail
• Strong customer service skills to include problem-solving and complaint resolution.

Who is NCG Hospitality?
We are a leader in the ownership, development, and operations of premier hospitality properties. Established over 45 years ago, NCG Hospitality has evolved into a successful third-generation, family-owned business. We proudly own and operate over 30 properties across multiple states including Hilton and Marriott hotels, restaurants, and a conference center. We explore the limitless possibilities of the hospitality industry, grounded in our four core values of Growth, Fun, Trust, and Responsibility.

As you give your all to our guests on their unforgettable journeys, rest assured that we'll be there every step of the way, supporting you on your own thrilling adventure. Check out our jobs at ncgcareers.com and join our growing team!

NCG Hospitality is an Equal Opportunity Employer.