Guest Experience Manager — Front Desk & Concierge

Highgate Hotels, LP; Atlantic City (NJ); On-site; USD 50,000 - 55,000; Full time

Job summary

Highgate Hotels is seeking a Guest Services Manager for Courtyard Atlantic City. The role oversees Guest Services, Concierge and Uniformed Services/Transportation to deliver attentive, friendly, and efficient service that enhances guest satisfaction and revenue performance.

The position requires leadership, strong communication, and experience in hotel operations. Located in Atlantic City, NJ, the role entails long hours and active participation in daily staff management and operations.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree with 3+ years; or a 4-year degree with 1+ year of related experience.
• Supervisory experience required.
• Must be proficient in Windows, basic spreadsheets and word processing.

Responsibilities

• Respond to all guests' requests, problems, complaints, and/or incidents at the Front Desk or via reservations with courtesy and efficiency.
• Motivate, coach, counsel and discipline Guest Services staff according to Highgate Hotel SOPs.
• Carry a cell phone at all times.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by monitoring status and reviewing daily house counts.

Skills

Supervisory experience

Windows proficiency

Strong communication

Driver's license

Multitasking

Customer service

Education

2-year college degree with 3+ years related experience

4-year college degree with 1+ year related experience

Job description

Highgate Hotels is seeking a Guest Services Manager for Courtyard Atlantic City. The role oversees Guest Services, Concierge and Uniformed Services/Transportation to deliver attentive, friendly, and efficient service that enhances guest satisfaction and revenue performance.

The position requires leadership, strong communication, and experience in hotel operations. Located in Atlantic City, NJ, the role entails long hours and active participation in daily staff management and operations.