Luxury Guest Experience Director

HSH Group / The Peninsula Hong Kong; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Complimentary employee meals

Discounted room nights

Job summary

The Peninsula Chicago is seeking a Director of Guest Relations to lead the Rooms Division and elevate the guest experience at this Five-Star, Five-Diamond property on Michigan Avenue.

You will set strategic direction, oversee the guest journey from pre-arrival to post-departure, mentor leaders, and drive personalization while aligning with Forbes standards.

A comprehensive benefits package and competitive compensation accompany a dynamic, luxury service environment.

Qualifications

• Minimum 3 years of progressive experience in luxury hospitality or guest experience leadership.
• Proven experience leading multi-functional teams in a high-touch service environment.
• Strong understanding of luxury service standards and guest engagement strategies.
• Excellent written and spoken English.

Responsibilities

• Set and lead the strategic direction for Guest Relations and the guest experience.
• Champion a guest-centric culture across brand and Forbes expectations.
• Oversee the end-to-end guest journey from pre-arrival to post-departure.
• Drive personalization by leveraging guest insights across departments.
• Provide executive oversight of VIP guest experiences with proactive engagement.
• Establish service recovery frameworks and brand-aligned resolutions.
• Lead and develop the Guest Relations leadership team with succession planning.
• Identify opportunities to enhance guest experience via innovation and process improvement.
• Use guest feedback and performance metrics for continuous improvement.

Skills

Guest Relations Leadership

Luxury Hospitality

Cross-functional Leadership

Budget Management

English Proficiency

Job description

The Peninsula Chicago is seeking a Director of Guest Relations to lead the Rooms Division and elevate the guest experience at this Five-Star, Five-Diamond property on Michigan Avenue.

You will set strategic direction, oversee the guest journey from pre-arrival to post-departure, mentor leaders, and drive personalization while aligning with Forbes standards.

A comprehensive benefits package and competitive compensation accompany a dynamic, luxury service environment.