Job description
Join a premier luxury hospitality team in the heart of New York City. We are seeking a guest-focused, service-driven professional to elevate every guest interaction and ensure memorable stays.
As a Guest Services Manager, you will lead a dynamic team, collaborate with departments, and uphold the brand’s standards of excellence across front desk operations, concierge services, and guest relations.
What you’ll do day-to-day includes overseeing check-in/check-out, handling requests with urgency, ensuring smooth arrivals for events, and promoting a culture of hospitality that drives guest satisfaction and loyalty.
Responsibility
- Lead and mentor a cross-functional front desk and guest services team to deliver outstanding service.
- Oversee check-in/check-out processes for arrivals, departures, and VIP guests with accuracy and speed.
- Resolve guest issues with empathy, timely communication, and proactive problem-solving.
- Coordinate with concierge, housekeeping, and F&B to fulfill guest requests and special events.
- Manage reservations, room blocks, and group bookings to optimize occupancy and revenue.
- Monitor KPIs and guest feedback, implement service improvements, and report to management.
- Maintain compliance with safety, security, and brand standards; train staff on SOPs.
Qualification
- Minimum 3 years of hospitality experience in guest services or front desk roles, preferably in luxury properties.
- Proven leadership and team management skills; ability to coach and motivate staff.
- Excellent communication, interpersonal, and problem-solving abilities.
- Strong organizational skills with attention to detail and multi-tasking capabilities.
- Proficiency with hotel management software and POS systems; basic computer skills.
- Fluency in English; additional languages are a plus.
- Diploma or degree in Hospitality, Business, or related field preferred.
- Availability to work evenings, weekends, and holidays as required.