Sage Hospitality Resources Guest Experience Manager in Chicago, Illinois


Req #:


Why Us:

Come discover The Blackstone, a downtown Chicago luxury hotel near Grant Park. This downtown Chicago hotel has been a favorite of movie stars, sports legends, royalty and presidents since 1910. Thoughtfully restored to its original grandeur, this Michigan Avenue hotel features French Beaux-Arts architecture and over 1,400 contemporary works by local artists. The Blackstone boasts stunning guest rooms and suites, while Mercat a la Planxa serves modern Catalan cuisine in a unique Mediterranean setting. Host unforgettable affairs inside the magnificent Crystal Ballroom and marvel at 11,396 square feet of lavish meeting space. Located just steps from Chicago's major attractions including McCormick Place, Grant Park, Soldier Field, Art Institute of Chicago, Field Museum, Millennium Park, Navy Pier and Shedd Aquarium.

Check us out: We Are Sage!

Job Title:

Guest Experience Manager

Location Name:

The Blackstone



EEO Statement:

We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Posting Overview:

The Guest Experience Manager oversees and manages the guest experience for arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activation and daily operation of “Timothy’s Hutch.” Oversees and manages all aspects of the guest loyalty program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Communicates direction and purpose of work resulting in associate ownership, pride, and quality outcomes. Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives. Is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results. Drives positive guest experiences on all levels. When presented with guest issues or problems, independently resolves those problems on first contact.



  • Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests, ensuring guests have an experience “exactly like nothing else.”

  • Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.

  • Inventory liquor and order as needed following proper established processes in order to operate “Timothy’s Hutch\"

  • Create an inviting, engaging and exciting atmosphere in the main lobby by managing the daily operations of Timothy’s Hutch ((welcome guests, engage with guests in the lobby, serve beverages (beer, wine and pre-mixed cocktails) create special promotions and events to recognize and thank guests, act as a historian of the hotel as well as an Ambassador of the Hotel, engage with each and every guest, obtain information about each guest in order to build guest database)).

  • Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).

  • Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.

  • Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience.

  • Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives.

  • Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.

  • Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.)

  • Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.

  • Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel.


  • Must have total understanding of all hotel front office procedures.

  • Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.

  • Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.

  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

  • Must be fluent in oral and written English.

  • Must have vision ability to read written forms of communication and monochrome computer screen.

  • Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

  • Must be able to understand and follow verbal/written instructions, work on more than one task at a time.

  • Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

  • Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.


90% of shift is standing, Bending/kneeling - repeated bending and kneeling required, Mobility - must be able to reach all areas of hotel to assist clients. Carrying and lifting of bar equipment and office items up to 25 lbs

Education/Formal Training

High School diploma or equivalent


Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work

Material/Equipment Used

Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, POS and PBX machine


Work inside 95%Material/Equipment Used

Position Type:

Full Time - Regular