Guest Experience Leader — VIP & Service Excellence

Triumph Hotels; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Triumph Hotels in New York is seeking a Guest Relations Manager to ensure guests have an exceptional experience from booking to departure. You will lead the Guest Relations team, handle guest needs, and collaborate with other departments to maintain premium service standards.

The role focuses on boosting guest satisfaction and loyalty, guiding staff, resolving concerns, and ensuring welcome and care for every guest. Evening/weekend availability is required to meet guest needs.

Qualifications

• Bachelor's degree in hospitality, business, or related field.
• Strong experience improving guest satisfaction and service standards.
• Excellent communication, leadership, and problem-solving skills.
• Ability to stay calm and professional in difficult situations.
• Experience using Opera Cloud and Revinate.
• Able to work evenings, weekends, and holidays when needed.

Responsibilities

• Lead, coach, and train the Guest Relations team.
• Set a strong example of professional and friendly service.
• Encourage teamwork, accountability, and excellent guest care.
• Make sure employees follow Triumph Hotels service standards.

Skills

People management

Communication

Leadership

Problem solving

Calm under pressure

Education

Bachelor's degree in hospitality/business

Tools

Opera Cloud

Revinate

Job description

Triumph Hotels in New York is seeking a Guest Relations Manager to ensure guests have an exceptional experience from booking to departure. You will lead the Guest Relations team, handle guest needs, and collaborate with other departments to maintain premium service standards.

The role focuses on boosting guest satisfaction and loyalty, guiding staff, resolving concerns, and ensuring welcome and care for every guest. Evening/weekend availability is required to meet guest needs.