Guest Services Manager

Furnished Quarters • New York, NY

2d • $70,000 - $80,000 • Onsite

About The Position

We are seeking a Guest Services Manager to lead a dynamic team of Specialists, Supervisors, and Coordinators who deliver exceptional experiences for our guests. This role is pivotal in ensuring every touchpoint, from pre-arrival to departure, reflects the highest standards of service. The Guest Services Manager is both a hands-on leader and a cross-functional partner, working closely with Operations, Sales, Accounting, Apartment Services, and building management.

Requirements

• Bachelor’s degree in hospitality, business, or a related field required
• At least 5 years of hospitality, guest services, or operations experience, with 3 years in a supervisory or managerial role
• Strong leadership skills with proven success in coaching, mentoring, and holding team members accountable
• Proficiency in Microsoft Office, Salesforce, and project management tools such as Asana
• Excellent communication skills with the ability to adapt tone for guests, staff, and leadership
• Ability to balance multiple priorities and deadlines in a fast-paced environment
• Flexible schedule with availability to participate in the rotating Manager On-Call Program

Responsibilities

• Lead, coach, and develop Guest Services team members to deliver consistent, high-quality service.
• Oversee case management in Salesforce to ensure requests are resolved quickly and accurately.
• Manage escalated guest issues with professionalism and empathy, providing service recovery as needed.
• Collaborate with Operations, Sales, Accounting, Apartment Services, and building management to address guest needs and support seamless experiences.
• Communicate SOP updates and policy changes, ensuring the team understands and adopts new practices
• Monitor guest satisfaction feedback and use results to identify trends, coach staff, and recommend improvements
• Participate in the rotating Manager On-Call Program, addressing urgent guest or business needs after hours, on weekends, and holidays
• Maintain accurate administrative records, including doorman lists, building pages, and guest access authorizations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager