Director of Guest Relations
About The Position
The Peninsula Chicago is seeking a Director of Guest Relations to join its Rooms Division team and lead guest-focused service at a luxury Five-Star, Five-Diamond property on Michigan Avenue in Chicago. The Director sets the strategic direction for Guest Relations and oversees a consistently exceptional, personalized guest experience across all touchpoints. The role leads the end-to-end guest journey, VIP experiences, service recovery, guest-feedback initiatives, and the Guest Relations leadership team, while working with operational and commercial leaders to improve service across departments.
Requirements
- At least 3 years of progressive experience in luxury hospitality or guest experience leadership.
- Proven experience leading leaders and managing multifunctional 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.
- Strong organizational skills and 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, including 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 and ensure an exceptional, personalized guest experience across all touchpoints.
- Champion a guest-centric culture by embedding service excellence standards and aligning service with brand and Forbes expectations.
- Oversee the guest journey from pre-arrival through post-departure and coordinate a seamless experience.
- Drive personalization by ensuring guest insights and preferences are used effectively 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 create a cohesive, elevated guest experience across departments.
- Lead and develop the Guest Relations leadership team, supporting performance, engagement, and succession planning.
- Identify opportunities to enhance the guest experience through innovation, process improvement, and service differentiation.
- Use guest feedback and performance metrics to drive continuous improvement and strategic decision-making.
- Manage resources and budgets.
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.
- Discounted 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
