Job Description
Join our award-winning luxury hotel in the heart of Manhattan! We're urgently seeking a dynamic Guest Services Manager to lead our front desk operations. This high-impact role offers competitive compensation, comprehensive benefits, and the chance to shape guest experiences in NYC's vibrant hospitality scene. Immediate start available for the right candidate.
Responsibilities
- Oversee all front desk operations including check-in/check-out processes
- Train and mentor 10+ guest service associates on service excellence standards
- Resolve escalated guest complaints with creative solutions
- Coordinate with housekeeping, concierge, and security departments
- Implement revenue management strategies for room upselling
- Manage VIP guest experiences and personalized service protocols
- Ensure compliance with ADA and hotel safety regulations
Qualifications
- 5+ years luxury hotel front desk management experience
- Proven leadership skills with team development record
- Advanced proficiency in Opera/PMS reservation systems
- Exceptional conflict resolution and problem-solving abilities
- Fluency in English with Spanish/French preferred
- Valid New York State Food Protection Certificate
- Flexible availability including nights, weekends, and holidays
- College degree in Hospitality or related field required