Assistant Guest Services Manager

The Study at University of Chicago is currently seeking a full-time  Assistant Guest Service Manager  to help lead a team of associates that provide genuine hospitality and the highest quality of service to our guests. Under the direction of the Guest Service Manager, the Assistant Guest Service Manager is responsible for the daily operation of the Front Desk and Living Room.


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

Responsibilities

• Be an integral part of the Front Office operations, including guest check-ins and outs, answering phone calls, making reservations, performing audit, and responding to guest inquiries.

• Manage, mentor, and engage Guest Service Agents, Night Audit, and Valet team members, set clear expectations, and establish accountability in a team setting.

• Support the Guest Service Manager in creating and fostering a positive working environment that promotes curiosity, teamwork, and growth.

• Provide the highest and most efficient level of hospitality service expected by our guests.

• Coordinate with the front desk, housekeeping, and other departments to meet guest requests.

• Train and develop staff to be personable and professional in all settings and provide a thoughtful guest experience.

• Work closely with the Guest Service Manager to recruit, interview, and onboard new team members.

• Lead, motivate, and manage front office staff, ensuring proper presentation, punctuality, and adherence to hotel policies.

• Conduct staff training, onboarding, and performance evaluations, supporting skill development and team cohesion.

• Act as a bridge between front office and back office, ensuring smooth communication and operational coordination.

• Field guest concerns, listen and extend assistance to resolve matters and deliver a thoughtful and enjoyable guest experience.

• Assist in scheduling, payroll, and shift management for front desk employees.

• Resolve complaints in person, by phone, or through written message.

• Foster a professional rapport with return guests, group contacts, university contacts, and other guests to provide personalized service.

• Assist in scheduling, payroll, and shift management for front desk employees.

• Promote hotel facilities and sales offers to guests, supporting marketing and revenue initiatives. 

• Prepare for group arrivals, pre-shift the team, accordingly, communicating group needs and ensuring billing is correct and set up according to the Resume.

• Work closely with the Reservations Coordinator to ensure reservation and group billing accuracy.

• Support the guest service manager in creating or changing SOPs, checklists, and training guides.

• Work closely with the accounting department to ensure group billing, cashier, and night audit accuracy.

• Performs other duties if required and as assigned, as stated above may not be inclusive of every task needed to achieve results.

Education:

• HS Diploma or Equivalent Required

Certification(s) or License:

• Copy of DD214, if Veteran status

Skills & Abilities:

• Ability to maintain a friendly, cheerful, and courteous demeanor at all times.

• Ability to positively communicate and interact with all hotel departments.

• Excellent verbal and written interpersonal communication skills.

• Strong organizational skills, including follow-up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.

• Flexibility to work any shift, including evenings, overnights, weekends, and holidays.

• Proficiency in English required.

Physical:

• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 40 lbs.

• Ability to sit for long periods indoors with a thematically climate-controlled workstation.

• Study Hotels is a drug-free workplace.

Other:

• Must be at least 18 years of age.

• Satisfactory completion of background check.