Guest Experience & Concierge Manager

Highgate; New York (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

Highgate Hotels in New York City seeks a Guest Services Manager to oversee Guest Services, Concierge and Uniformed Services/Transportation, ensuring attentive, efficient service and maximizing room revenue and occupancy.

The role requires strong supervisory experience, hotel background, and proficiency with Windows and spreadsheets; a valid driver’s license is also required. Long hours may be required in a fast-paced Times Square environment.

Qualifications

• At least 5 years of progressive experience in a hotel or related field, or 2-year college with 3+ years, or 4-year degree with 1+ year.
• Supervisory experience required.
• Must be proficient in Windows, company-approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours and heavy duties may be required.

Responsibilities

• Respond to guests’ requests, problems, and complaints at the Front Desk or via reservations, ensuring satisfaction.
• Coach and discipline Guest Services staff per SOPs.
• Maintain payroll, scheduling and productivity to optimize revenue and occupancy.
• Operate Front Office computer systems, generate reports, and ensure compliance with policies.
• Maintain daily communications with Housekeeping, Reservations and Credit Manager.
• Ensure timely logging and delivery of messages, packages, and mail.

Skills

Supervisory experience

Windows

Excel

Tools

P.B.X.

Word processing

Job description

Highgate Hotels in New York City seeks a Guest Services Manager to oversee Guest Services, Concierge and Uniformed Services/Transportation, ensuring attentive, efficient service and maximizing room revenue and occupancy.

The role requires strong supervisory experience, hotel background, and proficiency with Windows and spreadsheets; a valid driver’s license is also required. Long hours may be required in a fast-paced Times Square environment.