Assistant Guest Services Manager

The Study at University of Chicago is seeking a full-time Assistant Guest Service Manager to help lead a team of associates that provide genuine hospitality and the highest quality of service to guests.

About the role

Under the direction of the Guest Service Manager, the Assistant Guest Service Manager is responsible for the daily operation of the Front Desk and Living Room. This role supports creating and fostering a positive working environment that promotes curiosity, teamwork, and growth.

Responsibilities

• Be an integral part of Front Office operations, including guest check-ins and outs, answering phone calls, making reservations, performing audits, and responding to guest inquiries.
• Manage, mentor, and engage Guest Service Agents, Night Audit, and Valet team members; set clear expectations and establish accountability.
• Provide the highest and most efficient level of hospitality service expected by guests.
• Coordinate with front desk, housekeeping, and other departments to meet guest requests.
• Train and develop staff to be personable and professional, ensuring a thoughtful guest experience.
• Work closely with the Guest Service Manager to recruit, interview, and onboard new team members.
• Lead, motivate, and manage front office staff, ensuring proper presentation, punctuality, and adherence to hotel policies.
• Conduct staff training, onboarding, and performance evaluations to support skill development and team cohesion.
• Act as a bridge between front office and back office, ensuring smooth communication and operational coordination.
• Field guest concerns, listen, and extend assistance to resolve matters and deliver a thoughtful guest experience.
• Assist in scheduling, payroll, and shift management for front desk employees.
• Resolve complaints in person, by phone, or through written messages.
• Foster a professional rapport with return guests, group contacts, university contacts, and other guests to provide personalized service.
• Promote hotel facilities and sales offers to guests, supporting marketing and revenue initiatives.
• Prepare for group arrivals, pre-shift the team, communicate group needs, and ensure billing is correct.
• Work closely with the Reservations Coordinator to ensure reservation and group billing accuracy.
• Support the Guest Service Manager in creating or changing SOPs, checklists, and training guides.
• Work closely with the accounting department to ensure group billing, cashier, and night audit accuracy.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Copy of DD214, if Veteran status.
• Must be at least 18 years of age.
• Satisfactory completion of background check.

Skills & Abilities

• Ability to maintain a friendly, cheerful, and courteous demeanor at all times.
• Ability to positively communicate and interact with all hotel departments.
• Excellent verbal and written interpersonal communication skills.
• Strong organizational skills, including follow-up, time management, ability to multi-task, and manage multiple priorities in a fast-paced environment.
• Flexibility to work any shift, including evenings, overnights, weekends, and holidays.
• Proficiency in English required.

Physical Requirements

• Ability to grasp, lift, and/or carry, or otherwise move goods weighing a maximum of 40 lbs.
• Ability to sit for long periods indoors in a thematically climate-controlled workstation.

Study Hotels is a drug-free workplace.