Guest Services Manager: Elevate Front Desk Experience

mcrhotels.com; New York, Northern (NY, KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Weekly Pay

Paid Time Off

Retirement Options

Health, Dental, Vision Insurance

Job summary

Sheraton New York Times Square Hotel is seeking a Guest Services Manager to oversee Front Desk operations, guide guest experience initiatives, and lead a team of associates during peak periods. You will direct service delivery, maintain a hospitality-focused philosophy, and collaborate with other departments to proactively resolve issues.

The role requires strong communication, coaching, and problem-solving skills, with a commitment to maintaining brand standards, guest satisfaction, and

Responsibilities

• Encourage and build mutual trust, respect, and cooperation among team members
• Develop specific goals and plans to prioritize, organize, and accomplish work
• Handle complaints, settle disputes, and resolve grievances and conflicts
• Participate in department meetings and communicate goals for Front Office and Guest Services
• Observe staffing levels to ensure guest service and financial objectives are met
• Support and train team members on adherence to credit policies to reduce bad debts
• Promote same day selling procedures to maximize room revenue and occupancy
• Lead guest service initiatives to enhance the overall guest experience and satisfaction
• Interact with guests to obtain feedback on product quality and service levels
• Identify developmental needs of team members and coach or mentor others
• Lead service recovery efforts and resolve complex guest concerns
• Partner with Housekeeping, Engineering, Security, and other departments to resolve issues
• Maintain visibility in guest-facing areas during high-volume periods
• Support VIP arrivals and high-touch guest service operations
• Ensure recognition of team members across areas of responsibility
• Establish and maintain collaborative relationships with team members

Job description

Sheraton New York Times Square Hotel is seeking a Guest Services Manager to oversee Front Desk operations, guide guest experience initiatives, and lead a team of associates during peak periods. You will direct service delivery, maintain a hospitality-focused philosophy, and collaborate with other departments to proactively resolve issues.

The role requires strong communication, coaching, and problem-solving skills, with a commitment to maintaining brand standards, guest satisfaction, and