Guest Experience Manager

124 Hard Rock Hotel NYC LLC; New York (NY); On-site; USD 78,000 - 101,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Retirement savings

Job summary

Hard Rock Hotel New York is seeking a Guest Experience Manager in Midtown Manhattan to oversee guest satisfaction, VIP arrivals, and overall hospitality operations.

You will manage guest relations, resolve issues, and collaborate with department leaders to ensure exceptional service. Must have at least 3 years of experience and be authorized to work in the United States. Salary range $78,000–$101,300 with comprehensive benefits.

Qualifications

• Anticipate guest needs and act with intention.
• Deliver service that is polished and personal.
• Take ownership of every detail of the guest journey.
• Contribute to a collaborative, energized, high-performing culture.
• Be detail-oriented, highly organized, and thrive in a fast-paced environment.
• Natural leader who communicates effectively and inspires those around to perform at their best.
• Ability to anticipate needs, solve problems, and maintain high standards.
• Minimum 3 years of experience in similar roles.

Responsibilities

• Manage Guest Relations.
• 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.
• Build strong, professional relationships with guests.
• Understand guests’ preferences and transfer to the database as well as communicate and follow up with all departmental leaders for special guest preferences.

Skills

Guest relations

Customer service

Leadership

Detail-oriented

Organized

Communication

Problem solving

Team collaboration

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.

Guest Experience Manager

This role is responsible for managing and analyzing Guest Satisfaction, trends, GSS, Guest Ware, Arrival/Departure operations, VIP reception and overall hospitality. The primary goal is to achieve customer satisfaction 100% of the time.

Responsibilities

• Manage Guest Relations.
• 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.
• Build strong, professional relationships with guests.
• Understand guests’ preferences and transfer to the database as well as communicate and follow up with all departmental leaders for special guest preferences.

Qualifications & Requirements

• Anticipate guest needs and act with intention.
• Deliver service that is both polished and personal.
• Take ownership of every detail of the guest journey.
• Contribute to a collaborative, energized, and high-performing culture.
• Be detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
• Natural leader who communicates effectively, leads with professionalism, and inspires those around to perform at their best.
• Ability to anticipate needs, solve problems, and maintain high standards sets you apart.
• Minimum 3 years of experience in similar roles.
• Applicants must be authorized to work in the United States.

Compensation and Benefits

This is a salary exempt role.

• Competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks.

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

Equal Opportunity

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

Company Culture

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!