Guest Service Lead – Luxury Front Office Mastery

Hard Rock International; New York, Northern (NY, KY); Hybrid; USD 32,000 - 45,000; Part time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Employee perks

Job summary

Hard Rock Hotel New York is seeking a Guest Service Lead to enhance the guest experience through proactive engagement, service recovery, and VIP recognition. You will oversee the hotel’s amenity programs, reputation management, and loyalty execution while maintaining Forbes standards.

Ideal candidates bring 3+ years in luxury front office or guest services, strong communication, and the ability to manage guest concerns with tact.

Qualifications

• Minimum of three years of luxury front office or guest services experience.
• Ability to communicate clearly and stay professional under pressure.
• Experience building relationships with guests and loyalty members.

Responsibilities

• Act as the hotel's ambassador of service excellence and manage guest engagements.
• Oversee guest satisfaction, service recovery, and VIP recognition.
• Lead service excellence training and collaborate with departments to resolve issues.

Skills

Luxury front office

Guest services

Communication

Job description

Hard Rock Hotel New York is seeking a Guest Service Lead to enhance the guest experience through proactive engagement, service recovery, and VIP recognition. You will oversee the hotel’s amenity programs, reputation management, and loyalty execution while maintaining Forbes standards.

Ideal candidates bring 3+ years in luxury front office or guest services, strong communication, and the ability to manage guest concerns with tact.