Job description
Join our award-winning hospitality team as a Guest Services Manager in New York City. We deliver exceptional experiences for guests through warmth, efficiency, and attention to detail. This role combines leadership, guest relations, and operations oversight to ensure every guest leaves with a smile. We offer competitive compensation, comprehensive benefits, opportunities for growth, and a vibrant, inclusive culture.
As a key member of our front-of-house leadership, you will mentor staff, optimize service workflows, and partner with housekeeping, F&B, and events to exceed guest expectations.
Responsibility
- Lead daily front desk operations ensuring efficient check-in/out, accurate reservations, and guest satisfaction.
- Develop and coach a high-performing team, manage scheduling, and monitor service standards.
- Respond promptly to guest inquiries, resolve complaints with empathy, and implement corrective actions.
- Track key metrics (occupancy, revenue per available room, guest feedback) and drive continuous improvement.
- Coordinate with housekeeping, food and beverage, and events teams to deliver seamless guest experiences.
- Enforce safety, security, and hotel policies while maintaining a welcoming atmosphere.
- Oversee loyalty program administration, upsell opportunities, and guest retention initiatives.
Qualification
- 3+ years of hospitality leadership experience, preferably in front desk, guest services, or concierge roles.
- Outstanding communication and interpersonal skills with a professional demeanor.
- Proven problem-solving and conflict resolution abilities under pressure.
- Experience with property management systems (PMS) and POS; proficiency in MS Office.
- Strong track record of delivering high guest satisfaction scores and revenue growth.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
- Multilingual abilities are a plus; passion for creating memorable guest experiences.