Guest Experience Manager - Front Desk & Service Leader

Mcr-Hotels; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The Sheraton Times Square hotel is seeking a Guest Services Manager to lead the Front Desk team and elevate guest experiences in a fast-paced New York environment. You will guide frontline staff, uphold service standards, and drive guest satisfaction across shifts.

Reporting to hotel leadership, you will partner with Housekeeping, Engineering and other departments to ensure smooth operations and consistently memorable stays for guests.

Responsibilities

• Manage Front Desk operations and team members
• Lead guest experience initiatives and oversee elevated service delivery
• Handle guest feedback, complaints, and service recovery to protect satisfaction
• Coordinate with Housekeeping, Engineering, Security and other departments to resolve guest-impacting issues

Job description

The Sheraton Times Square hotel is seeking a Guest Services Manager to lead the Front Desk team and elevate guest experiences in a fast-paced New York environment. You will guide frontline staff, uphold service standards, and drive guest satisfaction across shifts.

Reporting to hotel leadership, you will partner with Housekeeping, Engineering and other departments to ensure smooth operations and consistently memorable stays for guests.