Guest Experience Manager

First Hospitality Group is a national hotel management company providing management, acquisition, development and receivership services focused in hotel operations in Chicago and the surrounding Midwest areas. Founded in 1984, our award-winning firm has become the proven leader among hotel management companies for hotel sales and marketing.

Seeking a positive, service-oriented, energetic and self-motivated Guest Experience Manager to join our team. This position will provide leadership and guidance that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction.

* Practices team-oriented leadership that enhances the guest experience. * Driven to increase customer loyalty and repeat business. * Surprises and delights our guests when delivering Service Recovery. * Anticipates and quickly reacts to guests and operational needs. * Provides continuous feedback to employees and leadership to ensure success of the guest’s experience. * Ability to rally and redirect a team when necessary. * Exhibits a "Whatever it Takes" approach to leading people and operational responsibilities. * Finds creative solutions to problems and thinks with the end in mind. * Flexible work schedule (weekends and holidays required).

* Must be able to speak, read, write and understand the primary language(s) used in the workplace. * Requires good communication skills, both verbal and written. * Previous hotel Front Office experience. * Must have strong diplomacy and communication skills, with the ability to build effective relationships with senior managers, team members and guests. * This position requires a flexible schedule. Candidates must be willing to work nights, weekends and holidays. * Ideal candidate will possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment. * Strong skills for analysis and problem-solving. * Strong administrative skills, to include business writing, mathematics for basic accounting and knowledge of Microsoft Office programs. * Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity * Ability to bend, pull, push and lift 10 pounds. * High school or equivalent education required. Bachelor’s Degree preferred or equivalent combination of education and experience.