Shift Lead, Guest Services - Hotel Operations

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

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination,it is a stage where music, design, and service come together to create unforgettable moments.

At Hard Rock, our employees are Band Members, each bringing their individuality, passion, andexpertiseto theguestexperience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

THEROLE

We are seekinga Guest Service Lead to join our team!

The Guest Service Lead serves as the hotel's ambassador of service excellence and is responsible for enhancing the overall guest experience through proactive guest engagement, service recovery, VIP recognition, loyalty program execution, reputation management, and Forbes standards compliance.

This position acts as the primary advocate for the guest, ensuring guest preferences, special requests, concerns, and feedback are addressed professionally and efficiently. The Guest Service Manager oversees the hotel's amenity program, guest communication channels, reputation management platforms, VIP arrivals, guest satisfaction initiatives, and service excellence training programs.

The Guest Service Lead works closely with all hotel departments to ensure a seamless and memorable guest experience while supporting operational leaders in resolving guest concerns, implementing service improvements, and maintaining the highest hospitality standards.

Your goal is simple: help create an environment where guests feel welcomed, coworkers acknowledged and continue to strengthen our incredible culture.

WHAT YOU WILLROCK

To thrive here, you bring at least three years of prior luxury front office and or guest services experience; ideally within a four-or five-star hotel environment, along with the ability to communicate clearly, stay patient under pressure, and approach every situation with tact and professionalism. You're comfortable reading instructions, performing basic math, and speaking confidently with coworkers and management. You have previous experience in building relationships with new and returning guests, loyalty members, VIP's and special occasion travelers. You monitor guest satisfaction and address opportunities before they become areas of service opportunity. You're ready to work evenings, weekends, and holidays when the property is at its most vibrant!

This role serves as the primary leader for guest recovery and service resolution efforts. You will respond promptly and professionally to guest complaints, concerns, and escalated service issues. Take ownership of guest concerns from initial contact through final resolution. Collaborate with department leaders to investigate service failures and implement corrective actions. Follow up with guests to ensure complete satisfaction following service recovery efforts. Document guest interactions and service recovery actions appropriately. Identify recurring guest concerns and recommend operational improvements.

This is an active and hands-on role. You'll spend a good portion of your shift overseeing all VIP guest arrivals, departures, as well as in-house stays. You will ensure VIP accommodation, room inspections, amenities, and guest preferences are properly executed. Maintain expert knowledge of Unity and associated loyalty program tiers, benefits, and recognition standards. Manage and oversee all hotel amenity programs.

WHAT YOU BRING, THE HARD ROCK STANDARD

• Youanticipateguest needs and act with intention

• You deliver service that is both polished and personal

• You take ownership of every detail of the guest journey

• You contribute to a collaborative, energized, and high-performing culture

• You are detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.

• You are a natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.

• Your ability toanticipateneeds, solve problems, andmaintainhigh standardssets you apart.

COMPENSATION& BENEFITS

• This is ahourly position

• We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employeeperks.

• Hard Rock Hotel New York is an equal opportunity employer andcomplies withall applicable federal, state, and local employment laws.

• Applicants mustbe authorized towork in the United States.

Pay Range:

$23 - $33/