Job Description
Join our award-winning luxury hotel in the heart of Manhattan as a Guest Experience Manager. You'll lead our front-of-house team to deliver exceptional service to discerning guests while driving operational excellence. This full-time role offers competitive benefits, career growth opportunities, and the chance to work in one of New York's most iconic hospitality destinations.
Responsibilities
- Oversee daily front desk operations and staff scheduling
- Train and mentor guest service associates on luxury hospitality standards
- Resolve complex guest inquiries and elevate service recovery processes
- Collaborate with housekeeping and F&B departments for seamless guest experiences
- Analyze guest feedback to implement service improvement initiatives
- Manage VIP guest requests and personalized experiences
- Conduct daily pre-shift briefings and performance reviews
Qualifications
- 5+ years in luxury hotel guest services management
- Proven leadership experience in high-volume NYC properties
- Advanced certification in hospitality management preferred
- Exceptional conflict resolution and communication skills
- Proficiency in Opera property management system
- Fluency in English; Spanish/French a plus
- Valid NYC Food Protection Certificate
- Ability to work flexible shifts including weekends and holidays