Guest Experience Manager

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

Benefits offered by this job

Medical benefits

Dental benefits

Paid time off

Retirement savings

Employee perks

Job summary

Hard Rock Hotel New York is seeking a Guest Relations professional to manage and analyze Guest Satisfaction, trends, GSS, and VIP arrivals, ensuring 100% customer satisfaction. The role requires knowledge of front office operations, MOD and F&B procedures, and the ability to resolve guest issues according to established SOPs.

You will lead daily Guest Relations operations, build relationships with guests, anticipate needs, and partner with department leaders to deliver elevated service.

Qualifications

• 3+ years in Guest Relations or similar role.
• Strong communication and problem solving skills.
• Experience with front office procedures and SOPs.

Responsibilities

• Analyze guest feedback and trends to improve service.
• Oversee guest arrivals, VIP reception, and departures.
• Coordinate with departments to maintain service standards.

Skills

Guest satisfaction analytics

Customer service leadership

Front office operations

VIP guest management

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 fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

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.

Job Description

The role will be 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

This is a salary exempt role

We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks.

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.

Pay Range

$78,000 - $101,300/