Guest Experience Manager

Highgate Hotels•New York, NY

1d•Onsite

About The Position

The Guest Experience Manager (GEM) creates a warm, welcoming, and memorable experience for guests at Crowne Plaza Times Square. This highly visible role is based primarily in the hotel lobby, where the GEM proactively greets and engages guests, anticipates their needs, provides personalized assistance, and shares information about hotel amenities, services, and local attractions. The position supports positive first impressions, guest satisfaction, and lasting guest relationships. The GEM assists the Front Office team during busy arrival and departure periods, helps direct guest flow, responds to concerns and service requests, supports reservation and folio inquiries, recognizes VIPs and returning guests, and coordinates with other hotel departments. The role also supports service recovery, guest satisfaction initiatives, special arrivals, room preparations, and the hotel’s service standards. The position may participate in the Manager on Duty program as scheduled.

Requirements

High school diploma or equivalent and/or experience in a hotel or related field preferred.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by guests and employees.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and apply complex information and data from various sources.
Ability to maintain confidentiality of information.
Ability to show initiative and anticipate guest or operational needs.
Ability to maintain regular attendance in accordance with hotel scheduling needs.
Ability to comply with hotel standards, regulations, and safety requirements.
Ability to maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Ability to cross-train in other hotel-related areas.
Flexible schedule; long hours are sometimes required.
Ability to stand for the entire shift.
Ability to exert up to 20 pounds of force occasionally and/or 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Responsibilities

Maintain a professional, friendly, attentive, and courteous demeanor toward guests, visitors, and employees.
Maintain a visible, approachable lobby presence and proactively greet arriving and departing guests.
Welcome guests and assist with directions, luggage coordination, transportation, and general hotel inquiries.
Engage with guests in lobby and public areas, identify opportunities to enhance their stays, and anticipate their needs.
Provide personalized attention to VIP guests, IHG One Rewards members, repeat guests, and special occasion arrivals.
Answer questions about hotel amenities, dining, local attractions, transportation, Broadway shows, and New York City experiences.
Maintain knowledge of hotel facilities, services, operating hours, and surrounding attractions.
Identify and resolve guest concerns proactively; respond to requests, complaints, and service issues, and follow up on resolutions.
Collaborate with Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments to deliver seamless service.
Assist the Front Office during peak arrival and departure periods by directing guests, managing lobby flow, answering inquiries, and helping reduce wait times.
Monitor lobby activity and guest traffic to maintain an organized, welcoming, and efficient environment.
Ensure the lobby and surrounding public areas are clean, organized, and maintained to brand standards.
Review guest feedback, service recovery opportunities, communication logs, and guest request reports for concerns requiring attention or follow-up.
Monitor guest satisfaction feedback, including IHG guest satisfaction surveys, and help identify service improvements.
Coordinate with the Front Office regarding VIPs, special requests, group arrivals, and guests requiring additional assistance.
Help coordinate special amenities, celebrations, and personalized experiences for special occasions.
Promote hotel services, amenities, dining outlets, and available experiences to enhance guest satisfaction and support revenue opportunities.
Assist with inquiries about reservations, room assignments, billing, and folios, referring matters to appropriate Front Office personnel when needed.
Communicate guest concerns, service challenges, and improvement opportunities to hotel leadership.
Support implementation and consistent delivery of Crowne Plaza and IHG service standards.
Participate in guest experience initiatives, service improvement programs, and employee engagement activities.
Assist with room inspections and special arrival preparations when necessary.
Maintain knowledge of emergency procedures, safety protocols, and security guidelines and assist guests appropriately during emergencies.
Participate in the Manager on Duty program as scheduled and respond to operational concerns and guest service issues.
Use professionalism, discretion, and sound judgment when handling sensitive guest information, complaints, or challenging situations.
Perform additional guest service and operational responsibilities as assigned by hotel management.
Maintain regular attendance as required by hotel scheduling and standards.
Maintain personal appearance and grooming standards, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Attend required hotel meetings and trainings; cross-train in other hotel-related areas as needed.