Senior Guest Services Manager

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

Job summary

A leading hotel management company is seeking a Senior Guest Services Manager to oversee Front Office operations at the Sheraton New York Times Square Hotel. The ideal candidate will have strong leadership skills and experience in managing guest services. Responsibilities include team management, complaint resolution, and ensuring excellent customer service. The role requires effective communication and problem-solving abilities, along with a flexible schedule.

Benefits

Weekly Pay

Paid Time Off

Retirement Options

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• Previous Front Office management experience is required.
• Excellent verbal and written English communication skills.

Responsibilities

• Manage Guest Services/Front Office functions and team members.
• Handle complaints and resolve grievances.
• Support and train team members on credit policies.

Skills

Leadership

Communication

Problem Solving

Customer Service

Education

High school diploma or equivalent

2-year degree in Hotel and Restaurant Management

Tools

Hotel PMS system

Job description

Sheraton New York Times Square Hotel, New York City, New York, United States of America

Job Description

Posted Tuesday, May 13, 2025 at 5:00 AM

The Senior Guest Services Manager will be responsible for managing all Guest Services/Front Office functions and team members. This role involves directing, implementing, and maintaining a service and management philosophy that guides the team members.

Responsibilities:

1. Encourage and build mutual trust, respect, and cooperation among team members.
2. Develop specific goals and plans to prioritize, organize, and accomplish work.
3. Handle complaints, settle disputes, and resolve grievances and conflicts.
4. Participate in department meetings and communicate clearly about Front Office goals.
5. Monitor staffing levels to meet guest service, operational, and financial objectives.
6. Support and train team members on credit policies and procedures to reduce bad debts and rebates.
7. Promote same-day selling procedures to maximize room revenue and occupancy.
8. Understand how Front Office operations impact overall hotel success.
9. Improve service by understanding guest needs and providing guidance, feedback, and coaching.
10. Encourage team members to provide excellent customer service.
11. Interact with guests to gather feedback on service and product quality.
12. Identify developmental needs of team members and coach or mentor accordingly.
13. Utilize interpersonal and communication skills to lead and motivate others.
14. Make sound financial and business decisions.
15. Demonstrate honesty and integrity; lead by example.
16. Maintain open, collaborative relationships with team members.
17. Ensure recognition of team members across responsibilities.

Requirements:

1. High school diploma or equivalent.
2. 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field preferred.
3. Previous Front Office management experience is required.
4. Excellent verbal and written English communication skills; second language helpful.
5. Ability to access and utilize hotel PMS system information.
6. Ability to multitask and prioritize tasks effectively.
7. Strong problem-solving and creative thinking skills.
8. Maintain confidentiality of information.
9. Strong leadership and communication skills.
10. Self-motivated with a positive attitude and hands-on approach.
11. Flexible schedule including days, nights, holidays, and weekends as needed.
12. Effective listening skills to understand concerns from team members and guests.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the U.S.
• Founded in 2006, with offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• Portfolio valued at $5.0 billion with 148 hotels and over 22,000 guestrooms across 37 states and 106 cities.
• Employs over 7,000 team members and operates under 9 Marriott brands, 8 Hilton brands, and independent hotels.
• Recognized as one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
• Recipient of multiple awards including Marriott Partnership Circle Award and Hilton Legacy Award.

What We Offer:

• Weekly Pay
• Paid Time Off
• Retirement Options
• Health, Dental, Vision Insurance (available after 30 days for full-time team members)