Guest Experience Manager

Highgate Hotels L.P.; City of Niagara Falls (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

Highgate Hotels in New York City's Times Square flagship, Row NYC, is seeking a Guest Services Manager to oversee Front Office, Concierge and Uniformed Services, ensuring attentive, friendly, and efficient service while maximizing room revenue and occupancy.

You will mentor staff, conduct interviews, monitor rate variance, coordinate with Housekeeping and Reservations, and uphold Highgate Hotel SOPs. A proven supervisory background and strong communication are essential.

Qualifications

• At least 5 years of progressive experience in a hotel or related field.
• Supervisory experience required.
• Proficient in Windows, company approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.
• Able to lift up to 20 pounds occasionally and 10 pounds frequently.

Responsibilities

• Respond to guest requests, problems, and complaints with attentiveness and follow up for satisfaction.
• Coach and discipline Guest Services staff per SOPs.
• Prepare and conduct Guest Services interviews and follow hiring procedures.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy through daily status reviews and rate variance analysis.
• Coordinate with departments to ensure service standards and communication.

Skills

Guest services management

Supervisory experience

Windows proficiency

Communication skills

Multitasking

Education

2-year college degree

4-year college degree

Tools

Windows OS

Spreadsheets

Word processing

Job description

Highgate Hotels in New York City's Times Square flagship, Row NYC, is seeking a Guest Services Manager to oversee Front Office, Concierge and Uniformed Services, ensuring attentive, friendly, and efficient service while maximizing room revenue and occupancy.

You will mentor staff, conduct interviews, monitor rate variance, coordinate with Housekeeping and Reservations, and uphold Highgate Hotel SOPs. A proven supervisory background and strong communication are essential.