Guest Experience Manager

Hard Rock Hotel & Casino Ottawa•New York, NY

3d•$78,000 - $101,300•Onsite

About The Position

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination, it is a stage where music, design, and service come together to create unforgettable moments. At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

Requirements

Complete knowledge of front office, MOD and F & B procedures.
Anticipate guest needs and act with intention.
Deliver service that is both polished and personal.
Take ownership of every detail of the guest journey.
Contribute to a collaborative, energized, and high-performing culture.
Detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
Natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.
Ability to anticipate needs, solve problems, and maintain high standards.
A minimum of 3 years of experience in similar roles.
Applicants must be authorized to work in the United States.

Responsibilities

Managing and analyzing Guest Satisfaction, trends, GSS, Guest Ware, Arrival/Departure operations, VIP reception and overall hospitality.
Achieve customer satisfaction 100% of the time.
Managing Guest Relations.
Recommending and implementing services and procedural changes.
Servicing each guest comment/complaint according to procedure.
Resolving customer issues or complaints and anticipating potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Developing, executing and following up on all guest pre-arrival of VIP guests.
Managing daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
Building strong, professional relationships with guests.
Understanding guest preferences and transferring them to the database.
Communicating and following up with all departmental leaders for special guest preferences.
Executing all responsibilities with a focus on consistency, attention to detail, and elevated service standards.