Luxury Guest Services Manager

Luxury Guest Services Manager

Salary: $70,000 – $75,000 annually

About The Experience Group

At The Experience Group, we specialize in transforming real estate assets into dynamic destinations that elevate the guest experience while driving value for our clients. We partner with premier office, retail, hospitality, event venue, and mixed-use properties to deliver best-in-class hospitality, concierge, event management, and placemaking services.

Our mission is to create welcoming, engaging environments where exceptional service, thoughtful experiences, and meaningful connections leave lasting impressions.

Position Overview

The Luxury Guest Services Manager is responsible for leading and elevating the concierge operation at one of Chicago's premier luxury shopping destinations. This highly visible leadership role oversees the daily operation of the concierge team while ensuring every guest receives an exceptional, personalized experience that reflects the property's luxury brand.

The manager will lead by example, coach and develop team members, build strong partnerships with retailers and community stakeholders, and identify opportunities to continuously enhance the guest experience. This position plays an integral role in supporting property events, tourism initiatives, retailer engagement, and operational excellence while serving as a trusted partner to property management.

This is an ideal opportunity for an experienced hospitality or luxury retail leader who enjoys developing people, creating memorable experiences, and making a measurable impact within a prestigious destination.

Key Responsibilities

Team Leadership & Development

• Recruit, hire, onboard, train, coach, and develop a high-performing concierge team dedicated to delivering exceptional luxury hospitality.
• Foster a culture of accountability, professionalism, teamwork, and service excellence.
• Lead by example, setting high expectations while inspiring team members to consistently go above and beyond for every guest.
• Prepare employee schedules, manage daily staffing levels, oversee call-offs, and ensure appropriate coverage during peak business periods, weekends, holidays, and special events.
• Conduct regular coaching conversations, performance evaluations, and ongoing development to help team members grow professionally.
• Lead team meetings focused on guest service standards, retailer updates, operational priorities, upcoming events, and continuous improvement.
• Recognize and motivate employees through positive leadership, coaching, and team engagement initiatives.

Luxury Guest Experience

• Ensure every guest receives a warm, personalized, and memorable experience from arrival through departure.
• Coach the concierge team to proactively engage shoppers, anticipate guest needs, provide thoughtful recommendations, and create meaningful interactions.
• Serve as the escalation point for guest concerns, resolving issues with professionalism while protecting the property's luxury reputation.
• Continuously evaluate the guest journey and recommend new ideas, services, and enhancements that elevate the shopping experience and differentiate the property.

Retailer Partnerships

• Build and maintain strong relationships with luxury retailers and property tenants.
• Stay informed on retailer offerings, seasonal promotions, new product launches, dining experiences, and exclusive events.
• Ensure the concierge team remains knowledgeable and confident in promoting retailers, services, and experiences to guests.
• Partner with retailers to identify opportunities that increase guest engagement, drive traffic, and support retail sales.
• Regularly visit retailers to strengthen relationships and remain current on business priorities and promotions.

Tourism & Community Outreach

• Develop and maintain relationships with Chicago's luxury hotels, residential properties, tourism organizations, destination management companies, and community partners.
• Conduct regular outreach visits to hotel concierge teams and residential communities to promote the shopping destination and encourage visitor traffic.
• Build partnerships that position the property as a premier shopping destination for both local residents and visitors.
• Coordinate with tour operators and hospitality partners to facilitate group visits and curated guest experiences.

Property Events & Activation

• Support property management with the planning, staffing, and execution of onsite events, promotional activations, holiday programming, and community initiatives.
• Ensure concierge team members are knowledgeable about all events and prepared to provide exceptional guest assistance during high-volume periods.
• Represent the concierge operation during property events while maintaining outstanding guest service standards.

Operations & Performance Management

• Oversee the daily operation of the concierge desk to ensure consistent, efficient, and professional service delivery.
• Monitor concierge activity levels, guest interactions, service quality, and operational trends.
• Prepare weekly reports and present concierge performance, service metrics, guest feedback, and operational updates during meetings with property management.
• Identify opportunities to improve efficiency, guest satisfaction, team performance, and overall service delivery.

Cross-Functional Collaboration

• Partner closely with property management, marketing, security, engineering, housekeeping, and retail partners to ensure a seamless guest experience.
• Act as a trusted operational leader who proactively identifies solutions, improves communication, and supports property-wide initiatives.

Qualifications

• 3 years of leadership experience in luxury hospitality, luxury retail, concierge services, guest experience, hotel operations, or a related customer-facing environment.
• Experience in luxury hotels, luxury retail, destination management, high-end residential, or premium hospitality environments is highly preferred.
• Previous experience managing, coaching, and developing customer service or hospitality teams.
• Demonstrated ability to deliver exceptional luxury service while maintaining high operational standards.
• Strong leadership, interpersonal, communication, and relationship-building skills.
• Excellent organizational and time management abilities with experience managing schedules and daily operations.
• Proficiency with Microsoft Office

What You'll Bring

• A genuine passion for hospitality and creating memorable guest experiences.
• A polished, approachable, and professional leadership style.
• The ability to anticipate guest needs and create personalized experiences.
• Creativity and initiative to introduce new ideas that elevate concierge services and enhance the guest experience.
• The ability to build strong relationships with retailers, hospitality partners, and community stakeholders.
• A collaborative leadership approach that motivates teams to consistently perform at the highest level.

Schedule Expectations

• This position typically works Tuesday through Saturday to align with peak shopping hours, weekend traffic, and property events.
• Flexibility to adjust the schedule based on business needs, special events, holidays, and operational priorities is expected.
• Occasional evenings, weekends, or additional hours may be required to support property events, retailer activations, and other business needs.

Physical Requirements

• Ability to remain stationary, standing or sitting, for extended periods.
• Frequent walking throughout the property.
• Ability to navigate stairs, elevators, and escalators safely.
• Occasionally lift and move up to 25 pounds.

Why Join The Experience Group?

Join a team that is redefining hospitality within commercial real estate. This is an opportunity to lead guest services at one of Chicago's premier luxury shopping destinations while making a meaningful impact on the visitor experience. You'll have the opportunity to shape the concierge program, develop a high-performing team, build relationships with iconic luxury retailers, and contribute to the continued success of a world-class destination.

Benefits & Perks

At The Experience Group, we value our employees and are committed to supporting their success both professionally and personally. We offer a competitive benefits package, including:

• Competitive salary ($70,000–$75,000 annually)
• Medical, Dental & Vision Insurance
• Paid Time Off and Paid Holidays
• 401(k) Retirement Plan
• Employee Assistance Program (EAP)

Equal Opportunity Employer

The Experience Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.