Job Description
Join our award-winning luxury hotel in the heart of Manhattan as a Guest Experience Manager! We're seeking a passionate hospitality professional to elevate our guest satisfaction standards and lead our front-of-house operations. The Manhattan Grand Hotel offers unparalleled career growth, competitive benefits, and the opportunity to work in one of NYC's most iconic hospitality destinations.
As a key member of our leadership team, you'll drive our commitment to exceptional service while mentoring staff and optimizing guest touchpoints. Enjoy comprehensive health benefits, professional development programs, and an environment where your hospitality expertise truly shines.
Responsibilities
- Oversee daily front desk operations and guest check-in/check-out procedures
- Train and supervise guest services team on service excellence standards
- Resolve complex guest inquiries and service recovery situations
- Collaborate with housekeeping and F&B teams to ensure seamless guest experiences
- Implement and monitor guest satisfaction metrics and improvement initiatives
- Manage VIP guest requests and personalized experiences
- Conduct regular staff coaching sessions and performance reviews
Qualifications
- 5+ years in luxury hotel front-of-house management
- Proven track record in exceeding guest satisfaction targets
- Strong leadership and team development skills
- Exceptional problem-solving and conflict resolution abilities
- Knowledge of Opera or similar hotel management systems
- NYC hospitality certification preferred
- Fluency in English; additional languages valued
- Valid NYC Food Protection Certificate