Guest Services Shift Lead - Luxury Hotel Ops

Hard Rock Hotel & Casino Ottawa; New York (NY); On-site; USD 32,000 - 45,000; Full 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 seeks a Guest Service Lead who will act as the ambassador of service excellence, enhancing the guest experience through proactive engagement, VIP recognition, loyalty program execution, and Forbes standards compliance.

The role requires leading guest recovery efforts, overseeing amenity programs, VIP arrivals, and collaboration with departments to ensure a seamless, memorable stay for guests and a high-performing team environment.

Qualifications

• At least three years in luxury front office or guest services.
• Ability to communicate clearly and maintain composure under pressure.
• Experience building relationships with guests, VIPs, and loyalty members.

Responsibilities

• Serve as ambassador for service excellence and lead guest engagement.
• Oversee guest recovery, handle complaints, and supervise service recovery actions.
• Manage hotel amenity programs, VIP arrivals, and loyalty program recognition.
• Collaborate with departments to improve guest experience and maintain Forbes standards.

Skills

Front desk experience

Guest services

Communication

Patience under pressure

VIP relations

Relationship building

Job description

Hard Rock Hotel New York seeks a Guest Service Lead who will act as the ambassador of service excellence, enhancing the guest experience through proactive engagement, VIP recognition, loyalty program execution, and Forbes standards compliance.

The role requires leading guest recovery efforts, overseeing amenity programs, VIP arrivals, and collaboration with departments to ensure a seamless, memorable stay for guests and a high-performing team environment.