Guest Services Manager

About the Team

The Study at University of Chicago, the third property of the Study Hotels brand, is located on the Midway Plaisance of the University of Chicago in Chicago, Illinois. Our 167-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including custom writing desks complete with postcards to encourage guests to connect with family and friends postage free. Guest rooms and public spaces are designed around a bright, uplifting palette, reflective of contemporary residential living.

Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We are looking for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.

About the Role

We are seeking a charismatic and highly organized Guest Service Manager to manage and mentor our Guest Service and Front Office operation team members. This is a highly prominent guest-facing role within the hotel, responsible for the daily operations of the guest experience under the direction of the Director, Rooms and in alignment with Study brand standards.

As the Guest Service Manager, you will be an integral part of the Front Office operations, ensuring the highest and most efficient level of hospitality service expected by our guests. You will create and support a positive working environment that promotes curiosity, teamwork, and fosters growth. Your day will involve managing, mentoring, and engaging Guest Service Agents, Reservation, Night Audit, and Valet team members, setting clear expectations, and establishing accountability. You will work closely with Human Resources to recruit, interview, and onboard new team members, while also creating and reviewing department schedules to ensure the property is staffed sufficiently to handle anticipated business.

You will act as the primary point of contact for resolving guest concerns, fielding complaints in person, by phone, or through written messages to deliver a thoughtful and enjoyable guest experience. Additionally, you will foster relationships with university departments, return guests, group contacts, and other guests to provide personalized service, while coordinating closely with sales, housekeeping, food & beverage, and maintenance departments to ensure excellent cross-departmental communication.

Hiring Process

Study Hotels is a drug-free workplace. A pre-employment drug test and background check are required for all candidates.

Equal Opportunity

Study Hotels is an Equal Opportunity Employer and does not discriminate based on age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.