Guest Relations Coordinator-Full Time -… at Great Eagle… · Chicago

PRIMARY OBJECTIVE OF POSITION: 

The Guest Relations Coordinator is responsible for delivering a personalized, seamless, and elevated guest experience by proactively anticipating guest needs, coordinating special requests, and serving as a key liaison between guests and hotel departments. This role upholds Langham Brand standards and Forbes Five-Star service expectations through refined luxury, gracious hospitality, and exceptional attention to detail.

RESPONSIBILITIES AND JOB DUTIES: 

Reporting to the Director of Front Office and the Front Office Management Team, the Guest Relations Coordinator’s responsibilities include, but are not limited to, the following:

• Consistently deliver professional, luxury-oriented, friendly, and engaging service.
• Serve as the primary point of contact for high-rated and high-value guests, acting as a liaison for guest requests before arrival, during the stay, and post-departure, with the goal of delivering unique, tailored experiences that build loyalty and repeat business.
• Demonstrate warm, welcoming, and anticipatory service that consistently exceeds the expectations of distinguished guests through recognition and attention to detail.
• Develop and maintain strong, personalized relationships with loyal and repeat guests by establishing clear lines of communication prior to arrival, during the stay, and following departure.
• Assist the Front Desk team with check-in and check-out procedures and support the resolution of guest inquiries and concerns.
• Review daily arrivals to identify and properly flag VIP guests according to established guidelines.
• Review arrivals and VIP reports to ensure all special requests are fulfilled or exceeded.
• Determine VIP status for guests as identified by Executive Leadership and the Sales Office.
• Lead the weekly VIP arrivals meeting in collaboration with the Director of Rooms and Director of Front Office.
• Foster strong working relationships with Housekeeping, Engineering, and Food & Beverage teams to ensure seamless service delivery.
• Ensure all VIP rooms are prepared according to guest preferences, profiles, and expectations.
• Meet, greet, and escort guests as required to enhance the arrival and in-house experience.
• Address guest complaints professionally and efficiently, ensuring appropriate follow-up, service recovery, and effective communication with all departments involved.
• Respond to negative real-time and post-stay reviews, including ReviewPro and Expedia, in accordance with brand and service recovery standards.
• Maintain accurate and up-to-date guest profiles, including Brilliant Loyalty profiles, ensuring preferences and important details are captured to enhance future stays.

PHYSICAL DEMANDS:

• Requires walking or standing to a significant degree. 
• Ability to lift 20 lbs. 

SPECIAL SKILL REQUIRED: 

• Strong working knowledge of hotel computer systems for registration, reservations, and backup processes; experience with SHIJI DayLight is preferred but not required.
• Ability to read, write, speak, and understand English to effectively communicate with guests and team members. 
• Excellent organizational and supervisory skills, with the ability to manage multiple priorities efficiently. 
• Demonstrated ability to coach and develop team members, encouraging professional growth within the hotel and the company. 
• Proven ability to interact effectively with internal and external guests, exercising patience, tact, and diplomacy when resolving conflicts or managing sensitive situations. 
• Ensure The Langham’s Brilliant Recognition Program is consistently executed according to Langham Hospitality Group standards. 
• Promote a high-quality service environment with proactive, engaging, and gracious hospitality at all times. 
• Maintain knowledge of all emergency procedures and respond appropriately; report unusual occurrences immediately to Security Leadership, the Hotel Manager, or Managing Director as appropriate. 
• At all times, represent The Langham, Chicago, and Langham Hospitality Group in the most professional and courteous manner.

EXPERIENCE REQUIRED:

• Minimum of two years’ experience as a Guest Relations Coordinator or Front Office Supervisor role, preferably in luxury hotel.
• Knowledge of the City Offerings to enhance guest experience, 

LICENSES OR CERTIFICATES:

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

SALARY RANGE:

$23.95-$29.94/hour

BENEFITS INCLUDED FOR FULL-TIME COLLEAGUES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

EOE, Including Disability/Benefits