Job Description
Join the prestigious Grand Manhattan Hotel in the heart of NYC as our next Guest Services Manager. Lead our award-winning front desk team in delivering exceptional luxury hospitality experiences to global travelers. This pivotal role blends operational excellence with guest-centric leadership in one of the world's most dynamic cities.
Responsibilities
- Supervise 15+ front desk staff during all shifts, ensuring flawless check-in/out processes
- Resolve escalated guest concerns with empathy and discretion, maintaining 5-star satisfaction
- Coordinate VIP arrivals, special requests, and personalized experiences
- Oversee room inventory management and maximize occupancy rates
- Train staff on hotel systems, service standards, and emergency protocols
- Analyze guest feedback to implement service improvements
- Collaborate with housekeeping, concierge, and F&B departments
Qualifications
- 5+ years in luxury hotel front desk management, NYC experience preferred
- Proven leadership record with high-performance teams
- Expertise in Opera or similar PMS systems
- Exceptional problem-solving and conflict resolution skills
- Fluency in English; Spanish/French highly valued
- Strong knowledge of NYC tourism landscape and attractions
- Bachelor's degree in Hospitality or related field