Director of Guest Relations

HSH • Chicago, ND

2d • $80,000 - $90,000 • Onsite

About The Position

The Peninsula Chicago is seeking a Director of Guest Relations to join our Rooms Division team and be an integral part of our guest-focused service. Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago. Grow within a diverse multi-outlet property. Exceptional health benefits package and 401(k) with company match.

Requirements

• Minimum 3 years of progressive experience in luxury hospitality or guest experience leadership.
• Proven experience leading leaders and managing multi-functional teams in a high-touch service environment.
• Strong understanding of luxury service standards, personalization, and guest engagement strategies.
• Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels.
• Highly organized with the ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving and decision-making capabilities, particularly in high-impact guest situations.
• Financial and business acumen with experience managing resources and budgets.
• Excellent command of written and spoken English.
• Work authorization in the United States.

Responsibilities

• Set and lead the strategic direction for Guest Relations, ensuring a consistently exceptional and personalized guest experience across all touchpoints.
• Champion a guest-centric culture by embedding service excellence standards and ensuring alignment with brand and Forbes expectations.
• Oversee the end-to-end guest journey, ensuring seamless coordination from pre-arrival through post-departure engagement.
• Drive personalization strategies by ensuring guest insights and preferences are effectively utilized across departments.
• Provide executive oversight of VIP guest experiences, ensuring flawless execution and proactive engagement.
• Establish and monitor service recovery frameworks, ensuring timely, thoughtful, and brand-aligned resolution of guest concerns.
• Partner with operational and commercial leaders to ensure a cohesive and elevated guest experience across all departments.
• Lead and develop the Guest Relations leadership team, ensuring strong performance, engagement, and succession planning.
• Identify opportunities to enhance the guest experience through innovation, process improvement, and service differentiation.
• Leverage guest feedback and performance metrics to drive continuous improvement and strategic decision-making.

Benefits

• 10 vacation days per year.
• 9 paid holiday days per year.
• 5 Chicago Paid Sick Leave days per year.
• 5 Chicago Paid Leave days per year.
• Complimentary employee meals.
• Discounting parking.
• Discounted and complimentary room nights at The Peninsula Hotels.
• 50% restaurant discount.
• 50% discount on spa services.
• 25% discount on spa retail.
• 80% company-paid medical, dental, and vision coverage.
• Complimentary life insurance.
• Complimentary long-term disability.
• Retirement plan with 5% company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed