Guest Relations Manager

Northwood Investors•New York, NY

About The Position

The Guest Services Manager leads the front desk team and ensures exceptional guest experiences. The role oversees daily front desk operations, supports and develops the team, resolves guest concerns, and coordinates with other departments to ensure seamless hotel operations. It also includes monitoring performance indicators, preparing reports, managing guest supplies, and helping develop and implement guest service strategies.

Requirements

Proven experience as a Guest Services Manager or in a similar role in a hotel or hospitality setting.
Strong leadership and interpersonal skills.
Excellent problem-solving and decision-making abilities.
Proficiency in hotel property management systems.
Strong attention to detail and organizational skills.
Ability to work flexible hours, including weekends and holidays.
Excellent verbal and written communication skills.

Nice To Haves

Union experience.

Responsibilities

Recruit, hire, train, and develop a high-performing front desk team.
Motivate and inspire the team to consistently exceed guest expectations.
Conduct regular performance reviews and provide constructive feedback.
Manage team schedules to ensure optimal staffing levels.
Oversee daily front desk operations, including check-in, check-out, and room assignments.
Resolve guest complaints and issues promptly and professionally.
Handle guest inquiries and requests in a timely and courteous manner.
Manage guest reservations and room assignments.
Ensure compliance with hotel policies and procedures.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
Prepare daily, weekly, and monthly reports.
Manage the hotel's inventory of guest supplies.
Assist with the development and implementation of guest service strategies.
Coordinate with other departments to ensure seamless operations.