Guest Experience Manager

Hard Rock International; New York (NY); On-site; USD 78,000 - 101,000; Full time

Benefits offered by this job

medical

dental

vision

paid time off

retirement savings

employee perks

Job summary

Hard Rock Hotel New York seeks a Guest Experience Manager to lead guest satisfaction efforts, analyze trends, and manage VIP arrivals and departures. You will oversee Guest Relations, implement services, and ensure compliance with front office and F&B procedures to deliver elevated hospitality.

With at least 3 years in similar roles, you will drive a culture of polished, personal service and build strong relationships with guests and departmental leaders, across a fast-paced hotel environment in

Qualifications

• Bachelor or degree not specified; 3+ years of experience in similar roles requested.

Responsibilities

• Address guest comments/complaints and resolve issues per procedure.
• Oversee Guest Relations operations to ensure high levels of customer satisfaction.
• Coordinate pre-arrival arrangements for VIP guests and communicate preferences to departments.

Skills

Guest experience management

Customer service excellence

Problem solving

Leadership

Attention to detail

Communication

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description: Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination, it is a stage where music, design, and service come together to create unforgettable moments. At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

THE ROLE

We are seeking a Guest Experience Manager. This role is responsible managing and analyzing Guest Satisfaction, trends, GSS, Guest Ware, Arrival/Departure operations, VIP reception and overall hospitality. Primary goal is to achieve customer satisfaction 100% of the time. This position is responsible for managing Guest Relations. Recommends and implements services and procedural changes. Requires complete knowledge of front office, MOD and F & B procedures.

WHAT YOU WILL ROCK

In this role, you will service each guest comment/complaint according to procedure. Resolve customer issues or complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Develop, execute and follow up on all guest pre-arrival of VIP guests. Manage daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests. With a strong attention to detail, you will build strong, professional relationships with guests. Understand their preferences and transfer to the database as well communicate and follow up with all departmental leaders for special guest preferences. All responsibilities are executed with a focus on consistency, attention to detail, and elevated service standards.

WHAT YOU BRING, THE HARD ROCK STANDARD

• You anticipate guest needs and act with intention
• You deliver service that is both polished and personal
• You take ownership of every detail of the guest journey
• You contribute to a collaborative, energized, and high-performing culture
• You are detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
• You are a natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.
• Your ability to anticipate needs, solve problems, and maintain high standards sets you apart.
• You have a minimum of 3 years of experience in similar roles.

COMPENSATION & BENEFITS

• medical
• dental
• vision
• paid time off
• retirement savings
• employee perks

Pay Range: $78,000 - $101,300/

Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.

Applicants must be authorized to work in the United States.

Thank you for choosing us as your employer of choice!

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!