Shift Lead, Guest Services - Hotel Operations

Hard Rock Hotel & Casino Ottawa•New York, NY

9d•$23 - $33•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. We are seeking a Guest Service Lead to join our team! The Guest Service Lead serves as the hotel's ambassador of service excellence and is responsible for enhancing the overall guest experience through proactive guest engagement, service recovery, VIP recognition, loyalty program execution, reputation management, and Forbes standards compliance. This position acts as the primary advocate for the guest, ensuring guest preferences, special requests, concerns, and feedback are addressed professionally and efficiently. The Guest Service Manager oversees the hotel's amenity program, guest communication channels, reputation management platforms, VIP arrivals, guest satisfaction initiatives, and service excellence training programs. The Guest Service Lead works closely with all hotel departments to ensure a seamless and memorable guest experience while supporting operational leaders in resolving guest concerns, implementing service improvements, and maintaining the highest hospitality standards. Your goal is simple: help create an environment where guests feel welcomed, coworkers acknowledged and continue to strengthen our incredible culture.

Requirements

At least three years of prior luxury front office and or guest services experience; ideally within a four‑ or five‑star hotel environment.
Ability to communicate clearly, stay patient under pressure, and approach every situation with tact and professionalism.
Comfortable reading instructions, performing basic math, and speaking confidently with coworkers and management.
Previous experience in building relationships with new and returning guests, loyalty members, VIP’s and special occasion travelers.
Monitors guest satisfaction and address opportunities before they become areas of service opportunity.
Ready to work evenings, weekends, and holidays.
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.
Applicants must be authorized to work in the United States.

Nice To Haves

Experience within a four‑ or five‑star hotel environment

Responsibilities

Serves as the hotel's ambassador of service excellence and is responsible for enhancing the overall guest experience through proactive guest engagement, service recovery, VIP recognition, loyalty program execution, reputation management, and Forbes standards compliance.
Acts as the primary advocate for the guest, ensuring guest preferences, special requests, concerns, and feedback are addressed professionally and efficiently.
Oversees the hotel's amenity program, guest communication channels, reputation management platforms, VIP arrivals, guest satisfaction initiatives, and service excellence training programs.
Works closely with all hotel departments to ensure a seamless and memorable guest experience while supporting operational leaders in resolving guest concerns, implementing service improvements, and maintaining the highest hospitality standards.
Serves as the primary leader for guest recovery and service resolution efforts.
Responds promptly and professionally to guest complaints, concerns, and escalated service issues.
Takes ownership of guest concerns from initial contact through final resolution.
Collaborates with department leaders to investigate service failures and implement corrective actions.
Follows up with guests to ensure complete satisfaction following service recovery efforts.
Documents guest interactions and service recovery actions appropriately.
Identifies recurring guest concerns and recommends operational improvements.
Oversees all VIP guest arrivals, departures, as well as in-house stays.
Ensures VIP accommodation, room inspections, amenities, and guest preferences are properly executed.
Maintains expert knowledge of Unity and associated loyalty program tiers, benefits, and recognition standards.
Manages and oversees all hotel amenity programs.