Guest Services Manager

Guest Services Manager

We are currently seeking a Guest Services Manager to join our Experience Management (JLL) team. The Guest Services Manager is responsible for providing outstanding guest experiences in a customer service setting by courteously greeting all tenants and visitors, serving as a guest services resource, and acting as an exemplary leader for the Guest Services Representative (GSR) team while managing administrative and supervisory responsibilities.

Estimated total compensation for this position: $30.29 per hour. The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Expected

Schedule:

Monday - Friday 7:30 am - 4 pm

Key Responsibilities

• Courteously greet all tenants and visitors to the reception desk
• Sign in all authorized visitors according to policies, rules, and regulations established by building management and/or tenants, ensuring all guests have been authorized to enter
• Contact tenants in a courteous and professional manner when a guest is not pre-registered
• Provide excellent service to all guests arriving at the building
• Answer and respond to tenant phone calls and emails for assistance throughout the day
• Provide guidance and information as requested from tenants and visitors to the building
• Ensure familiarity with building management and security protocols, directing any issues to the appropriately designated management
• Develop and maintain professional relationships with key employee and tenant contacts at the property
• Proactively investigate all events occurring or hosted by the property
• Maintain service alert awareness and report any security issues to the designated security and/or management parties
• Ensure work and reception areas are neat and orderly with all personal items stowed away (eating and drinking not allowed at work areas)
• Act as an exemplary employee in all situations
• Demonstrate knowledge of and adherence to policies/procedures and building SOPs, leading GSRs accordingly

Management & Leadership

• Assist HR in recruiting and onboarding efforts for GSRs
• Train new permanent and temporary GSRs and Assistant Managers
• Actively observe team performance while working alongside them
• Coach team members in real-time to correct performance issues
• Provide ongoing coaching and development for GSRs and Assistant Managers
• Relay coaching and other team concerns to Account Manager within 24 hours (sooner if urgent)
• Compose and administer annual reviews for GSRs and Assistant Managers
• Create and maintain GSR staffing levels and schedules
• Compose performance counseling paperwork in a thorough and concise manner and submit to Account Manager or Human Resources for approval
• Administer performance counseling with a witness present
• Learn additional managerial tasks as appropriate
• Refrain from participating in negative team influences or gossip
• Always encourage a positive and professional team environment
• Participate in meetings regarding building operations as requested
• Share GSR-related information with Account Manager in a timely manner
• Complete requested building reports by specified deadlines
• Perform additional duties as assigned

Qualifications

Education & Experience

• Bachelor's degree or equivalent work experience
• Minimum 2-4 years of experience in luxury hospitality, high-end retail, fine dining, or related field
• Minimum 2+ years of supervisory experience

Skills & Competencies

• Professional demeanor and appearance
• Desire and ability to lead by example
• Outstanding people skills
• Ability to be flexible and adaptable
• Strong organizational skills and ability to multi-task
• Excellent oral and written communication skills
• Ability to meet deadlines
• Ability to think quickly and efficiently when confronted with client requests
• Self-starter, motivated, takes initiative, and anticipates needs of others
• Computer literacy, specifically MS Office applications and Internet
• Treats all team members with respect and dignity
• Ability to stay positive in ever-changing circumstances
• Proven track record of results with the ability to act decisively, think strategically, and manage time effectively to meet deadlines in a fast-paced, high-volume environment
• Desire to contribute to a diverse, supportive, and talented team

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site –Chicago, IL

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay