Job Description
Join the heart of New York hospitality at The Manhattan Grand Hotel, where luxury meets innovation. We're seeking an exceptional Guest Relations Manager to curate unforgettable experiences for our discerning clientele. As a key ambassador of our brand, you'll drive guest satisfaction through personalized service and operational excellence. This role offers competitive compensation, comprehensive benefits, and opportunities for career growth within our internationally acclaimed portfolio.
Responsibilities
- Oversee all guest interaction points including check-in/out, concierge services, and VIP guest handling
- Lead a team of 15+ front-of-house staff through daily operations and performance coaching
- Develop and implement personalized guest recognition programs for high-profile clientele
- Resolve escalated guest concerns with empathy and efficiency while maintaining service standards
- Collaborate with F&B and housekeeping departments to ensure seamless guest experiences
- Analyze guest feedback and operational metrics to drive continuous improvement initiatives
Qualifications
- Bachelor's degree in Hospitality Management or equivalent experience
- 5+ years in luxury hotel guest relations with team leadership experience
- Proven track record of exceeding guest satisfaction metrics (NPS > 90)
- Advanced proficiency in Opera PMS and CRM systems
- Exceptional communication skills with fluency in English and Spanish
- Valid New York State Food Handler's certification
- Ability to work flexible shifts including nights, weekends, and holidays