Guest Service Manager

Guest Service Manager

The Guest Service Manager is responsible for delivering an exceptional workplace experience through proactive communication, high-touch hospitality, and operational excellence. In this client-facing role, you will lead the daily execution of the Guest Services program while building strong partnerships across teams, service providers, and client stakeholders.

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees — and this role plays an important part in creating memorable workplace experiences that reflect that commitment. The Guest Service Manager will oversee on-site operations and provide remote support for a secondary office location, ensuring services are delivered seamlessly, efficiently, and with a hospitality-first mindset. This position offers the opportunity to combine leadership, service excellence, and collaboration in an environment where we embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career.

What Your Day-To-Day Will Look Like:

• Deliver a welcoming, hospitality-driven workplace experience for employees, guests, and visitors while serving as a key point of contact for client-facing services.
• Oversee daily Guest Services operations, including temporary access badges, landlord access cards, luggage storage, lost and found, and quarterly inspections of meeting rooms and artwork.
• Perform routine quality assurance checks to ensure operations are properly staffed, services are running smoothly, and workplace standards are consistently maintained.
• Respond to service requests and operational concerns with professionalism, urgency, and attention to detail while communicating effectively with stakeholders across all levels of management.
• Identify operational risks or service disruptions and escalate concerns appropriately to minimize impact on client operations.
• Coordinate and resolve issues related to workplace services such as janitorial support, parking, mailroom operations, conference rooms, copier services, and badging systems.
• Collaborate closely with cross-functional teams and service line leads to support workplace initiatives, employee engagement programs, and continuous service improvement efforts.
• Manage weekly team schedules, approve timesheets, and support recruiting, onboarding, training, coaching, and performance development for Guest Services team members.
• Update training documentation and informational materials to support operational consistency and service excellence across locations.

Required Qualifications:

• Previous supervisory or management experience in a hospitality, workplace experience, or customer service-focused environment.
• Strong leadership skills with the ability to motivate teams and drive service excellence, operational efficiency, and accountability.
• Excellent verbal and written communication skills with the ability to interact professionally with employees, guests, vendors, and senior stakeholders.
• Proven ability to manage multiple priorities, solve problems effectively, and respond to sensitive or complex situations with sound judgment.
• Strong organizational skills and a proactive, detail-oriented mindset with the ability to work independently with minimal supervision.
• Experience coordinating workplace operations, facilities-related services, or customer experience programs.
• Ability to identify risks, escalate issues appropriately, and support business continuity within a fast-paced environment.

Preferred Qualifications:

• Bachelor's degree with 3–5 years of relevant experience in workplace experience, hospitality, facilities, or client services.
• Experience supporting staffing, employee development, coaching, mentoring, performance management, and retention initiatives.
• Background in hospitality or corporate workplace environments with a strong focus on service delivery and employee experience.
• Experience managing client-facing programs or hospitality operations across multiple office locations.
• Proficiency with Google Workspace applications including Gmail, Docs, Sheets, and Slides.
• Familiarity with workplace service systems, work order management, and operational reporting tools.
• Ability to foster collaboration across teams while contributing to a culture where everyone is empowered to thrive.
• Passion for creating inclusive, service-oriented workplace environments that support wellbeing and positive team experiences.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

62,000.00 – 68,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –Riverwoods, IL

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

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