Guest Experience Lead, Front Desk & Service

Northwood Hospitality LLC; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Northwood Hospitality LLC in New York, NY is seeking a Guest Services Manager to lead our front desk team and ensure exceptional guest experiences. You will oversee check-in/out, reservations, and room assignments while driving service standards and staff development.

The ideal candidate brings proven leadership, strong communication, and a passion for hospitality, with experience in hotel operations and proficiency with PMS systems.

Qualifications

• Proven experience leading a front desk team in hospitality or hotel settings.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Recruit, hire, train, and develop a high-performing front desk team.
• Motivate and inspire the team to exceed guest expectations.
• Conduct regular performance reviews and provide feedback.
• Manage team schedules to ensure optimal staffing levels.
• Oversee check-in/check-out and room assignments.
• Resolve guest complaints promptly and professionally.
• Handle guest inquiries and requests timely and courteous.
• Manage reservations and room assignments.
• Ensure compliance with hotel policies and procedures.
• Monitor KPIs and prepare daily/weekly/monthly reports.
• Manage inventory of guest supplies and assist with service strategies.
• Coordinate with other departments for seamless operations.

Skills

Team leadership

Interpersonal skills

Problem solving

Communication skills

Organizational skills

Attention to detail

Flexibility

Tools

PMS software

Job description

Northwood Hospitality LLC in New York, NY is seeking a Guest Services Manager to lead our front desk team and ensure exceptional guest experiences. You will oversee check-in/out, reservations, and room assignments while driving service standards and staff development.

The ideal candidate brings proven leadership, strong communication, and a passion for hospitality, with experience in hotel operations and proficiency with PMS systems.