Job description
HarborView Luxe Hotels is seeking a seasoned Guest Experience Manager to elevate our guest journey in New York City. This leadership role blends strategic vision with hands-on operational excellence to deliver memorable stays and exceed service standards.
As a key member of the leadership team, you will mentor front-of-house staff, optimize daily operations, and partner with departments to ensure seamless guest flow from arrival to departure. If you are passionate about hospitality, people development, and data-driven improvements, this is your next career milestone.
Responsibility
- Lead and develop the guest services team across front desk, concierge, and lobby to consistently exceed guest expectations.
- Oversee daily operations to ensure smooth check-in/check-out, seamless guest flow, and fast resolution of issues.
- Collaborate with F&B, housekeeping, and events teams to coordinate guest experiences and special requests.
- Analyze guest feedback and KPIs to drive service improvements and staff training programs.
- Implement and monitor service standards, SOPs, and quality assurance programs.
- Manage guest recovery and complaint handling with empathy and professional escalation when necessary.
- Recruit, train, and mentor a high-performing hospitality team.
- Drive a culture of hospitality, continuous improvement, and revenue protection through upselling opportunities.
Qualification
- Bachelor's degree in Hospitality, Tourism, or related field; or equivalent experience.
- 5+ years in hospitality leadership; at least 2 years in guest services/front desk management.
- Strong leadership, coaching, and team development skills.
- Excellent communication and interpersonal skills; proficiency in English; additional languages are a plus.
- Proficiency with property management systems (PMS) and point-of-sale (POS) systems; experience with Opera, Oracle, or similar.
- Data-driven with the ability to analyze performance metrics and implement improvements.
- Availability to work flexible hours, including evenings, weekends, and holidays.
- Customer-centric mindset with a passion for creating memorable experiences.