Guest Services Manager

JLL•Chicago, IL

13d•$30•Onsite

About The Position

JLL is seeking a Guest Services Manager to join their Experience Management team. This role is responsible for delivering exceptional guest experiences in a customer service environment. Key duties include courteously greeting tenants and visitors, serving as a resource for guest services, and providing exemplary leadership to the Guest Services Representative (GSR) team while managing administrative and supervisory tasks. The estimated total compensation for this position is $30.29 per hour. The total compensation range is an estimate and not guaranteed, as offers are based on an applicant's education, experience, skills, abilities, geographic location, internal equity, and alignment with market data. The expected schedule is Monday - Friday from 7:30 am to 4 pm.

Requirements

Bachelor's degree or equivalent work experience
Minimum 2-4 years of experience in luxury hospitality, high-end retail, fine dining, or related field
Minimum 2+ years of supervisory experience
Professional demeanor and appearance
Desire and ability to lead by example
Outstanding people skills
Ability to be flexible and adaptable
Strong organizational skills and ability to multi-task
Excellent oral and written communication skills
Ability to meet deadlines
Ability to think quickly and efficiently when confronted with client requests
Self-starter, motivated, takes initiative, and anticipates needs of others
Computer literacy, specifically MS Office applications and Internet
Treats all team members with respect and dignity
Ability to stay positive in ever-changing circumstances
Proven track record of results with the ability to act decisively, think strategically, and manage time effectively to meet deadlines in a fast-paced, high-volume environment
Desire to contribute to a diverse, supportive, and talented team
Candidates must be authorized to work in the United States without sponsorship.
This position does not provide visa sponsorship.

Responsibilities

Courteously greet all tenants and visitors to the reception desk.
Sign in all authorized visitors according to policies, rules, and regulations established by building management and/or tenants, ensuring all guests have been authorized to enter.
Contact tenants in a courteous and professional manner when a guest is not pre-registered.
Provide excellent service to all guests arriving at the building.
Answer and respond to tenant phone calls and emails for assistance throughout the day.
Provide guidance and information as requested from tenants and visitors to the building.
Ensure familiarity with building management and security protocols, directing any issues to the appropriately designated management.
Develop and maintain professional relationships with key employee and tenant contacts at the property.
Proactively investigate all events occurring or hosted by the property.
Maintain service alert awareness and report any security issues to the designated security and/or management parties.
Ensure work and reception areas are neat and orderly with all personal items stowed away (eating and drinking not allowed at work areas).
Act as an exemplary employee in all situations.
Demonstrate knowledge of and adherence to policies/procedures and building SOPs, leading GSRs accordingly.
Assist HR in recruiting and onboarding efforts for GSRs.
Train new permanent and temporary GSRs and Assistant Managers.
Actively observe team performance while working alongside them.
Coach team members in real-time to correct performance issues.
Provide ongoing coaching and development for GSRs and Assistant Managers.
Relay coaching and other team concerns to Account Manager within 24 hours (sooner if urgent).
Compose and administer annual reviews for GSRs and Assistant Managers.
Create and maintain GSR staffing levels and schedules.
Compose performance counseling paperwork in a thorough and concise manner and submit to Account Manager or Human Resources for approval.
Administer performance counseling with a witness present.
Learn additional managerial tasks as appropriate.
Refrain from participating in negative team influences or gossip.
Always encourage a positive and professional team environment.
Participate in meetings regarding building operations as requested.
Share GSR-related information with Account Manager in a timely manner.
Complete requested building reports by specified deadlines.
Perform additional duties as assigned.