Guest Services Manager

Guest Services Manager Position Overview We are currently seeking a Guest Services Manager to join our Experience Management (JLL) team. The Guest Services Manager is responsible for providing outstanding guest experiences in a customer service setting by courteously greeting all tenants and visitors, serving as a guest services resource, and acting as an exemplary leader for the Guest Services Representative (GSR) team while managing administrative and supervisory responsibilities. Estimated total compensation for this position $30.29 per hour The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data. Expected Schedule: Monday - Friday 7:30 am - 4 pm Key Responsibilities Reception & Guest Services 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 Management & Leadership 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 Qualifications Education & Experience 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 Skills & Competencies 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 This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Location On‑site - Chicago, IL Personalized benefits that support personal well‑being and growth 401(k) plan with matching company contributions Comprehensive Medical, Dental & Vision Care Paid parental leave at 100% of salary Paid Time Off and Company Holidays Early access to earned wages through Daily Pay Jones Lang LaSalle ('JLL') is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to your Contact Us page. Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job‑related convictions will be considered and will not automatically disqualify the candidate. Accepting applications on an ongoing basis until candidate identified. #J-18808-Ljbffr