Director of Guest Relations

Chicago, IL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $80,000.00 - $90,000.00

Work Schedule

Standard Hours

Benefits

vacation days

Paid holiday days

Paid sick leave

paid leave

Employee Meals

Discounted parking

discounted room nights

Restaurant discount

Spa service discount

spa retail discount

Medical Coverage

dental coverage

vision coverage

Life insurance

long-term disability

Retirement Plan

Job Description

The Peninsula Chicago is a prestigious luxury hotel located in the heart of Michigan Avenue, Chicago. Renowned for its Five-Star Five-Diamond quality, The Peninsula Chicago offers guests an exceptional experience that combines classic elegance with modern luxury. As part of the Peninsula Hotels group, it provides a diverse multi-outlet property with high-end amenities and impeccable service standards, making it a sought-after destination for travelers who expect world-class hospitality. The establishment is deeply committed to maintaining its reputation as a leader in luxury lodging by fostering a guest-focused culture where personalized service and attention to detail are paramount.

We are currently seeking a Director of Guest Relations to join our esteemed Rooms Division team. This role is critical to delivering an outstanding and personalized guest service experience throughout all stages of the guest journey. The Director will set and lead the strategic direction for Guest Relations, ensuring that every guest interaction aligns with the brand's high standards and Forbes expectations. The position requires a strong leader capable of championing a guest-centric culture, overseeing seamless coordination from pre-arrival through post-departure, and driving innovative strategies to enhance guest satisfaction.

This leadership role entails providing executive oversight of VIP guest experiences, establishing and monitoring service recovery protocols, and partnering with operational and commercial leaders to maintain a cohesive and elevated service environment. Additionally, the Director will lead and develop the Guest Relations leadership team, ensuring high performance, engagement, and effective succession planning. Success in this role requires leveraging guest feedback and performance metrics to continuously improve and make strategic decisions that differentiate the hotel's guest experience.

The Peninsula Chicago offers an exceptional benefits package including health coverage, a 401(k) program with a company match, and an attractive vacation and leave policy, demonstrating a deep commitment to employee wellbeing and career growth. This full-time position comes with a competitive salary range of $80,000 to $90,000 per year. Candidates must have valid work authorization for the United States to be considered. We encourage qualified candidates who are passionate about luxury hospitality and have proven leadership experience in a high-touch service environment to apply and grow with us at this iconic property.

Job 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

Job Qualifications

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

Job Duties

Set and lead the strategic direction for Guest Relations, ensuring 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