Guest Relations Manager

Northwood Hospitality LLC; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Northwood Hospitality LLC in New York, NY is seeking a Guest Services Manager to lead our front desk team and ensure exceptional guest experiences. You will oversee check-in/out, reservations, and room assignments while driving service standards and staff development.

The ideal candidate brings proven leadership, strong communication, and a passion for hospitality, with experience in hotel operations and proficiency with PMS systems.

Qualifications

• Proven experience leading a front desk team in hospitality or hotel settings.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Recruit, hire, train, and develop a high-performing front desk team.
• Motivate and inspire the team to exceed guest expectations.
• Conduct regular performance reviews and provide feedback.
• Manage team schedules to ensure optimal staffing levels.
• Oversee check-in/check-out and room assignments.
• Resolve guest complaints promptly and professionally.
• Handle guest inquiries and requests timely and courteous.
• Manage reservations and room assignments.
• Ensure compliance with hotel policies and procedures.
• Monitor KPIs and prepare daily/weekly/monthly reports.
• Manage inventory of guest supplies and assist with service strategies.
• Coordinate with other departments for seamless operations.

Skills

Team leadership

Interpersonal skills

Problem solving

Communication skills

Organizational skills

Attention to detail

Flexibility

Tools

PMS software

Job description

Job Description

The Guest Services Manager leads the front desk team and ensures exceptional guest experiences. The ideal candidate will possess strong leadership skills, a passion for hospitality, and a commitment to delivering outstanding service.

Responsibilities:

• Team Leadership:
  • Recruit, hire, train, and develop a high-performing front desk team.
  • Motivate and inspire the team to consistently exceed guest expectations.
  • Conduct regular performance reviews and provide constructive feedback.
  • Manage team schedules to ensure optimal staffing levels.
• Guest Services:
  • Oversee the daily operations of the front desk, including check-in, check-out, and room assignments.
  • Resolve guest complaints and issues promptly and professionally.
  • Handle guest inquiries and requests in a timely and courteous manner.
  • Manage guest reservations and room assignments.
  • Ensure compliance with hotel policies and procedures.
• Administrative Duties:
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
  • Prepare daily, weekly, and monthly reports.
  • Manage the hotel's inventory of guest supplies.
  • Assist with the development and implementation of guest service strategies.
  • Coordinate with other departments to ensure seamless operations.

Qualifications:

• Proven experience as a Guest Services Manager or similar role in a hotel or hospitality setting.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Proficient in hotel property management systems.
• Strong attention to detail and organizational skills.
• Ability to work flexible hours, including weekends and holidays.
• Excellent verbal and written communication skills.
• Union experience a plus.

Source: Northwood Hospitality