Guest Service Manager

Hyatt Regency Schaumburg, Chicago
Schaumburg, IL

Posted December 6, 2018

People who personify our drive to exceed guest expectations, thrive on diversity and are anxious for an exciting career - Welcome! Opportunity abounds here!

Guest Service Manager

Job overview

As a Guest Services Manager, you will fill a key leadership role with an industry-recognized leader in hospitality management services. You will coordinate the activities of guest service representatives, drivers, bellmen, telephone operators and night auditors to ensure high-quality guest service. Your experience and expertise will focus on maximizing profits, developing and retaining employees and exceeding guest expectations. This position reports directly to the General Manager.

The ideal candidate will:

  • Have 4 or more years of Hotel Customer Service Hotel Supervisor/Management experience and brand experience preferred.
  • Be incredibly friendly, customer centric, love to smile and have knowledge of the local area. 
  • Have strong computer skills and brand POS experience.
  • Manages and controls the overall front house guest experience to include registration, creative guest problem resolution, correct billing and cordial appreciation upon departure. Motivates staff within all hotel departments and establishes a productive working environment for hotel.  Assists to conduct training classes regarding safety, security, department procedures and service guidelines.
  • Maximize room revenue and occupancy by reviewing status daily.  Monitor rate efficiency, monitor and credit report and maintain close observation of daily house count.
  • Supervises the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy. 
  • Schedules guest service agents, reservation agents, bell staff, van drivers, telephone operators, and other staff within guest services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
  • Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
  • Analyzes and generates guest issue, billing, and daily reports, and communicates information to employees and appropriate departments.  Assembles tracks and interprets financial and operational plans for the rooms department to include in the annual hotel budget.
  • Maintains procedures for security of monies, guest security and emergency procedures.
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.  Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
  • Provides a professional image at all times through appearance and dress.

Note: Other duties as assigned by supervisor or management

Benefits for Full Time Employees

  • Medical, Dental, and Vision Coverage
  • 401K retirement plan 
  • Short and Long-Term Disability Income*
  • Term Life and AD&D Insurance 
  • Vacation PTO & Holiday/Sick PTO
  • Employee Assistance Program

*Specific plans for specific positions

Hyatt Regency Schaumburg, Chicago

468 Room Hotel

Our Hotel

Our hotel offers modern upscale accommodations just 15 minutes from O’Hare Airport, 30 minutes from downtown Chicago, and minutes from Schaumburg business offices. Travelers can stay at the best upscale hotel in Schaumburg near Woodfield Mall.

Guests can relax in our beautifully redesigned rooms and suites. They can stay connected with 42” flat-screen TVs, free Wi-Fi, ample work space, and iCube docking for their music and phones. Guests will sleep soundly and comfortably in a Hyatt Grand Bed™.

  • Indoor lap pool and seasonal outdoor pool
  • 24-hour StayFit™ Gym
  • 24-hour Business Center

Hyatt Regency Schaumburg, Chicago

1800 East Golf Road

Schaumburg, IL 60173

Telephone (847) 605-1234