Guest Service Manager

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

About the Role

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.

Key Responsibilities

Operational Leadership

• 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

Guest Experience & Service Recovery

• 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

People & Team Development

• 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

Financial & Administrative

• 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

Qualifications

• 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

Education

• High school diploma required

• Hospitality or business degree preferred

What We Offer

• 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