MCR Hotels
Guest Relations Manager – MCR Hotels
Apply for the Guest Relations Manager role at MCR Hotels. The MCR Hotels group is the third‑largest hotel owner‑operator in the United States, operating 148 premium‑branded hotels across 37 states.
Location Luxury Collection Hotel Midtown Manhattan, New York, NY
Key Responsibilities
Guest Experience & Satisfaction
Greet guests upon arrival and ensure a smooth check‑in process, especially for VIP and repeat guests.
Build and maintain relationships with guests by providing personalized services and attending to their individual needs.
Handle guest complaints and resolve issues promptly, ensuring a satisfactory resolution.
Monitor guest feedback (in person, online reviews, surveys, etc.) and implement strategies to improve guest satisfaction.
VIP & Special Guests
Coordinate and manage special requests or services for VIP guests, ensuring that their experience is memorable and exceeds expectations.
Oversee the delivery of personalized welcome amenities, room upgrades, or other special touches for returning or high‑profile guests.
Team Collaboration
Work closely with other departments (front desk, concierge, housekeeping, food & beverage) to ensure seamless guest experiences.
Coordinate with guest services to handle and prioritize guest requests efficiently.
Problem Resolution
Act as the point of contact for guests during their stay to address any issues, complaints, or service discrepancies.
Implement corrective actions to prevent similar issues in the future, continuously improving the guest experience.
Brand Reputation
Monitor and respond to online guest reviews and comments on platforms such as TripAdvisor, Google, and social media, addressing any concerns and thanking guests for positive feedback.
Maintain the hotel’s reputation by ensuring the highest levels of hospitality and guest satisfaction.
Guest Engagement
Host and organize guest events, activities, or promotions to create memorable experiences.
Proactively communicate with guests before their arrival (e.g., pre‑arrival emails, special requests) and follow up after their departure.
Qualifications
Experience: Minimum of 3‑5 years in guest relations, front office, or hospitality management.
Education: Degree in Hospitality Management, Business Administration, or a related field preferred.
Skills
Strong communication, interpersonal, and problem‑solving skills.
Ability to handle high‑pressure situations with diplomacy and a calm demeanor.
Excellent organizational skills with attention to detail and ability to multitask.
Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office.
A passion for delivering exceptional customer service.
Languages: Fluency in English required; additional languages are a plus.
Key Attributes
Guest‑centric mindset with the ability to anticipate guest needs.
Positive, enthusiastic, and professional demeanor.
A team player who leads by example and inspires guest‑facing staff.
Strong sense of accountability and a proactive approach to problem solving.
Luxury experience: Previous experience in a luxury environment (not necessarily hospitality) required, demonstrating an understanding of high‑end service and discerning clientele.
Our Company
MCR is the third‑largest hotel owner‑operator in the United States.
Founded in 2006 with offices in New York City, Dallas, Chicago, and Richmond, VA.
Portfolio of 148 premium‑branded hotels, >22,000 guestrooms in 37 states and 106 cities.
Operates under 9 Marriott brands, 8 Hilton brands, and several independent hotels.
Recognized by Fast Company and earned multiple industry awards for innovation and service.
Benefits & Compensation
Competitive salary: $70,000–$80,000 annually.
Hotel discounts and weekly pay options.
Paid time off and retirement plans.
Referral bonuses and career advancement opportunities.
Health, dental, and vision insurance after 30 days.
Application Process Submit your application directly through the MCR Hotels careers portal. Referrals increase your chances of interview consideration.
#J-18808-Ljbffr
Location Luxury Collection Hotel Midtown Manhattan, New York, NY
Key Responsibilities
Guest Experience & Satisfaction
Greet guests upon arrival and ensure a smooth check‑in process, especially for VIP and repeat guests.
Build and maintain relationships with guests by providing personalized services and attending to their individual needs.
Handle guest complaints and resolve issues promptly, ensuring a satisfactory resolution.
Monitor guest feedback (in person, online reviews, surveys, etc.) and implement strategies to improve guest satisfaction.
VIP & Special Guests
Coordinate and manage special requests or services for VIP guests, ensuring that their experience is memorable and exceeds expectations.
Oversee the delivery of personalized welcome amenities, room upgrades, or other special touches for returning or high‑profile guests.
Team Collaboration
Work closely with other departments (front desk, concierge, housekeeping, food & beverage) to ensure seamless guest experiences.
Coordinate with guest services to handle and prioritize guest requests efficiently.
Problem Resolution
Act as the point of contact for guests during their stay to address any issues, complaints, or service discrepancies.
Implement corrective actions to prevent similar issues in the future, continuously improving the guest experience.
Brand Reputation
Monitor and respond to online guest reviews and comments on platforms such as TripAdvisor, Google, and social media, addressing any concerns and thanking guests for positive feedback.
Maintain the hotel’s reputation by ensuring the highest levels of hospitality and guest satisfaction.
Guest Engagement
Host and organize guest events, activities, or promotions to create memorable experiences.
Proactively communicate with guests before their arrival (e.g., pre‑arrival emails, special requests) and follow up after their departure.
Qualifications
Experience: Minimum of 3‑5 years in guest relations, front office, or hospitality management.
Education: Degree in Hospitality Management, Business Administration, or a related field preferred.
Skills
Strong communication, interpersonal, and problem‑solving skills.
Ability to handle high‑pressure situations with diplomacy and a calm demeanor.
Excellent organizational skills with attention to detail and ability to multitask.
Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office.
A passion for delivering exceptional customer service.
Languages: Fluency in English required; additional languages are a plus.
Key Attributes
Guest‑centric mindset with the ability to anticipate guest needs.
Positive, enthusiastic, and professional demeanor.
A team player who leads by example and inspires guest‑facing staff.
Strong sense of accountability and a proactive approach to problem solving.
Luxury experience: Previous experience in a luxury environment (not necessarily hospitality) required, demonstrating an understanding of high‑end service and discerning clientele.
Our Company
MCR is the third‑largest hotel owner‑operator in the United States.
Founded in 2006 with offices in New York City, Dallas, Chicago, and Richmond, VA.
Portfolio of 148 premium‑branded hotels, >22,000 guestrooms in 37 states and 106 cities.
Operates under 9 Marriott brands, 8 Hilton brands, and several independent hotels.
Recognized by Fast Company and earned multiple industry awards for innovation and service.
Benefits & Compensation
Competitive salary: $70,000–$80,000 annually.
Hotel discounts and weekly pay options.
Paid time off and retirement plans.
Referral bonuses and career advancement opportunities.
Health, dental, and vision insurance after 30 days.
Application Process Submit your application directly through the MCR Hotels careers portal. Referrals increase your chances of interview consideration.
#J-18808-Ljbffr