Guest Services & Concierge Manager (PM)

Highgate Hotels L.P.; City of Niagara Falls (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Job summary

Highgate Hotels is seeking a Guest Services Manager for The New Yorker Hotel in New York, NY. You will oversee Guest Services, Concierge, and Uniformed/Transportation to deliver attentive, friendly, and efficient service while maximizing revenue and occupancy.

You will coach staff, manage interviews, and coordinate with Housekeeping and Reservations to uphold Highgate Hotel SOPs and service standards in a fast-paced metropolitan property.

Qualifications

• Progressive hotel or related field experience; supervisory preferred.
• OPERA CLOUD experience required.
• Proficient in Windows and company-approved spreadsheets/word processing.

Responsibilities

• Respond to guests' requests, problems, complaints and accidents at the Front Desk or via reservations, with courteous, efficient follow-up.
• Motivate, coach, counsel and discipline Guest Services staff per SOPs.
• Prepare and conduct Guest Services interviews and follow hiring procedures per SOPs.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by monitoring status, rate variance and daily house count.

Skills

Supervisory experience

Communication skills

Multitasking

Customer service mindset

Education

2-year college degree + 3+ years experience

4-year college degree + 1 year experience

Tools

OPERA CLOUD

Windows

Excel/Spreadsheets

Job description

Highgate Hotels is seeking a Guest Services Manager for The New Yorker Hotel in New York, NY. You will oversee Guest Services, Concierge, and Uniformed/Transportation to deliver attentive, friendly, and efficient service while maximizing revenue and occupancy.

You will coach staff, manage interviews, and coordinate with Housekeeping and Reservations to uphold Highgate Hotel SOPs and service standards in a fast-paced metropolitan property.