Guest Experience Leader

Highgate; Atlantic City (NJ); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Paid holidays

Paid vacation

401(k) Retirement Plan with employer-m

Job summary

Highgate Hotels in Atlantic City is seeking a Guest Services Manager to oversee Front Desk, Concierge and Uniformed Services, ensuring attentive, friendly and efficient service throughout guests’ stay while maximizing room revenue and occupancy.

Responsibilities include hiring and coaching staff, scheduling, monitoring rate variance, resolving guest requests, coordinating with Housekeeping and Accounting, and maintaining Highgate SOPs and service standards.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree with 3+ years experience; or a 4-year college degree with at least 1 year experience.
• Supervisory experience required.
• Must be proficient in Windows, company-approved spreadsheets and word processing.

Responsibilities

• Respond to guest requests, problems, complaints and accidents with courtesy and efficiency.
• Motivate, coach, and discipline Guest Services staff per Highgate SOPs.
• Prepare and conduct Guest Services interviews and follow hiring procedures.
• Develop staff morale and ensure proper training of Guest Services personnel.
• Maximize room revenue and occupancy by monitoring daily status and rate variance.
• Coordinate Front Office operations and ensure high standards of service.

Skills

Supervisory experience

Customer service mindset

Multitasking

Education

2-year college degree

4-year college degree

Tools

Windows

Spreadsheets

Word processing

Driver’s license

Job description

Highgate Hotels in Atlantic City is seeking a Guest Services Manager to oversee Front Desk, Concierge and Uniformed Services, ensuring attentive, friendly and efficient service throughout guests’ stay while maximizing room revenue and occupancy.

Responsibilities include hiring and coaching staff, scheduling, monitoring rate variance, resolving guest requests, coordinating with Housekeeping and Accounting, and maintaining Highgate SOPs and service standards.