Lobby Experience Manager — Proactive Guest Engagement

Highgate Hotels, LP; New York (NY); Presencial; USD 65.000 - 70.000; Jornada completa

Descripción de la vacante

Highgate Hotels is seeking a Guest Experience Manager for Crowne Plaza Times Square in New York. The role focuses on delivering warm, welcoming, and memorable guest experiences by proactively engaging guests from arrival through departure, anticipating needs, and providing personalized assistance.

The GEM will work closely with multiple departments to uphold service standards and enhance guest satisfaction.

Formación

• High school diploma or equivalent and/or experience in a hotel or a related field preferred

Responsabilidades

• Maintain a highly visible and approachable presence in the hotel lobby, proactively greeting arriving and departing guests to create a warm atmosphere.
• Personally welcome guests upon arrival, offer assistance with directions, luggage coordination, transportation, and general hotel inquiries, ensuring a positive first impression.
• Engage with guests throughout the lobby and public areas, initiating conversations to identify opportunities to enhance their stay and anticipate needs.
• Provide personalized attention to VIP guests, IHG One Rewards members, repeat guests and special occasion arrivals to ensure a memorable experience.
• Collaborate with Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments to ensure seamless guest service.
• Assist the Front Office team during peak arrival and departure periods by directing guests, managing lobby flow, and minimizing wait times.
• Monitor lobby activity and guest traffic to maintain an organized, welcoming environment during high-volume check-ins/outs.
• Maintain knowledge of hotel facilities, services, hours, and local attractions to provide accurate recommendations.
• Support the implementation of Crowne Plaza and IHG service standards and participate in guest experience initiatives.

Educación

High school diploma or equivalent

Descripción del empleo

Highgate Hotels is seeking a Guest Experience Manager for Crowne Plaza Times Square in New York. The role focuses on delivering warm, welcoming, and memorable guest experiences by proactively engaging guests from arrival through departure, anticipating needs, and providing personalized assistance.

The GEM will work closely with multiple departments to uphold service standards and enhance guest satisfaction.