Assistant Guest Services Manager

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. 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.
• Field guest concerns, listen and extend assistance to resolve matters and deliver a thoughtful and enjoyable guest experience. Resolve complaints in person, by phone, or through written message. Develop relationships with return guests, group contacts, and other guests to provide personalized service.
• Prepare for group arrivals, pre-shift the team, accordingly, communicating group needs and ensuring billing is correct and set up according to the Resume.
• 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.

Fundamentals

• Education: High School Diploma or equivalent required. 
• Experience: One year experience in a Front Desk/Guest Services leadership role, preferably within a lifestyle brand hotel operation.
• Effective leadership skills to engage, motivate and develop staff. Must be able to delegate, set priorities, utilize a team to execute short and long-term plans, and establish accountability in a team setting.
• Flexibility to work any shift, including evenings, weekends, and holidays, as dictated by business needs.
• Skilled in the use of advanced, moderately complex, Property Management (HMS) and Time & Attendance Systems.
• Strong proficiency with Microsoft Excel, Word, and Outlook.
• 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.
• Ability to positively communicate and interact with all hotel departments, external vendors, and guests.
• Study Hotels is a drug free workplace. Pre-employment drug test and background check required.

About Us

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.

The 167-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including custom writing desks complete with postcards to encouraging 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.

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.

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.