Guest Services & Experience Manager

Highgate; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Highgate Hotels in New York City is seeking a Guest Services Manager to oversee Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly, efficient service for every guest while maximizing revenue and occupancy.

You will lead a diverse team, implement Highgate SOPs, coach staff, collaborate with Accounting and Housekeeping, and uphold brand standards across Front Desk operations, guest relations, and daily service recovery.

Qualifications

• At least 5 years progressive experience in a hotel or related field.
• 2-year college degree with 3+ years of related experience or a 4-year degree with 1 year of related experience.
• Supervisory experience is required.
• Must be proficient in Windows, spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required.
• Maintain a warm and friendly demeanor and strong guest focus.
• Must be able to multitask and prioritize departmental functions to meet deadlines.

Responsibilities

• Respond to guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner.
• Motivate, coach, counsel and discipline all Guest Services personnel according to SOPs.
• Carry a cell phone at all times and be reachable for guest needs.
• Prepare and conduct all Guest Services interviews and follow hiring procedures.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily and monitoring rate variance.
• Attend daily and monthly Rooms Merchandizing meetings and participate in M.O.D. coverage.
• Prepare employee schedules according to forecast and payroll guidelines.
• Ensure cash handling is accurate and policies are followed.
• Maintain SOPs for purchasing, invoicing, and general controls.
• Coordinate with other departments and maintain open communication lines.
• Operate Front Office systems and PBX with proper etiquette.
• Greet and welcome guests at the Front Desk according to SOPs.
• Uphold Highgate policies and service standards.
• Participate in department meetings and strive for high guest satisfaction.

Skills

Supervisory experience

Effective communication

Windows proficiency

Multitasking

Customer service

Driver's license

Education

2-year college degree + 3+ years related experience

4-year college degree + 1 year related experience

Job description

Highgate Hotels in New York City is seeking a Guest Services Manager to oversee Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly, efficient service for every guest while maximizing revenue and occupancy.

You will lead a diverse team, implement Highgate SOPs, coach staff, collaborate with Accounting and Housekeeping, and uphold brand standards across Front Desk operations, guest relations, and daily service recovery.