Guest Service Manager-Hyatt Regency Schaumburg, Chicago

Guest Service Manager

Hyatt Regency Schaumburg, Chicago – Schaumburg, IL
Full-Time | On-Site | Front Office Leadership & GM

The Guest Service Manager is a key leader within the Rooms Division responsible for ensuring an exceptional guest experience throughout all stages of the guest journey. This role oversees daily front-of-house operations, including the front desk, bell/door services, and guest relations, while supporting Hyatt service standards and brand culture.

The ideal candidate is a hands-on leader who is passionate about hospitality, team development, and creating meaningful guest connections.

• Oversee daily Front Office operations to ensure smooth and efficient guest service delivery
• Monitor check-in/check-out processes, room assignments, and billing accuracy
• Support bell and door operations, transportation coordination, and lobby presentation
• Ensure compliance with Hyatt standards, hotel policies, and safety procedures
• Maintain strong collaboration with Housekeeping, Engineering, Sales, and F&B

• Lead the guest service team in delivering exceptional hospitality at all times
• Handle guest concerns, complaints, and service recovery in a professional and timely manner
• Manage VIP arrival process and special requests
• Monitor guest satisfaction metrics and implement service improvement initiatives

• Supervise, train, mentor, and coach Guest Service/Front Desk colleagues
• Participate in hiring, onboarding, and performance evaluations
• Create positive, engaged, and high-performing team culture
• Support scheduling, labor planning, and shift coverage needs

• Assist with department budgeting and expense control
• Review and approve daily financial reports and cash handling compliance
• Ensure accurate posting and resolution of guest folios and disputes
• Support operational audits and process improvements

• Previous Front Office or Guest Service leadership experience required (hotel preferred)
• Experience in a full-service or upscale hotel environment strongly preferred
• Strong leadership, coaching, and conflict-resolution skills
• Excellent communication and guest-focused mindset
• Ability to multitask in a high-volume, fast-paced environment
• Proficient in hotel property management systems (Opera experience a plus)
• Flexible availability — including evenings, weekends, and holidays

• High school diploma required
• Hospitality or business degree preferred

• Competitive salary and performance-based incentives
• Hyatt global hotel discounts
• Medical, dental, and vision benefits
• Paid time off and holiday pay
• Career growth opportunities within Hyatt Hotels & Resorts