Guest Relations Coordinator

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

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/chicago/