Guest Experience & Services Manager

Highgate Hotels L.P.; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

The New Yorker Hotel, operated by Highgate Hotels L.P., seeks a Guest Services Manager to direct Guest Services, Concierge and Uniformed Services/Transportation, delivering attentive, friendly, efficient service while optimizing room revenue and occupancy.

You will lead staffing, training, scheduling and adherence to SOPs, interact with guests, and coordinate with accounting, Housekeeping and Reservations to ensure smooth operations in a demanding hotel environment.

Qualifications

• At least 5 years of progressive supervisory experience in a hotel or related field.
• Must have OPERA CLOUD experience.
• Proficient with Windows, company-approved spreadsheets and word processing.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents with courtesy and follow up to ensure satisfaction.
• Motivate, coach, and discipline Guest Services staff according to SOPs.
• Prepare and conduct all Guest Services interviews per SOPs; develop staff morale and training.

Skills

Supervisory experience

Strong communication

Multitasking

Customer service focus

Tools

OPERA CLOUD

Windows

Spreadsheets

Word processing

Job description

The New Yorker Hotel, operated by Highgate Hotels L.P., seeks a Guest Services Manager to direct Guest Services, Concierge and Uniformed Services/Transportation, delivering attentive, friendly, efficient service while optimizing room revenue and occupancy.

You will lead staffing, training, scheduling and adherence to SOPs, interact with guests, and coordinate with accounting, Housekeeping and Reservations to ensure smooth operations in a demanding hotel environment.