MCR Hotels
Location:
Luxury Collection Hotel NYC
Department:
Guest Relation Manager- Non-Union
Guest Relations Manager at The Luxury Collection hotel Midtown Manhattan
will be responsible for maintaining a positive relationship with guests, addressing their needs, resolving complaints, and enhancing overall guest satisfaction. This role requires excellent communication skills, a keen eye for detail, and the ability to anticipate and exceed guest expectations.
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 (e.g., 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 like 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 of experience in guest relations, front office, or hospitality management.
Education : A degree in Hospitality Management, Business Administration, or a related field is 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 the ability to multitask.
Proficiency in hotel management software (PMS systems like Opera, Fidelio) and Microsoft Office.
A passion for delivering exceptional customer service.
Languages : Fluency in English is 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 with the ability to lead by example and inspire guest‑facing staff.
Strong sense of accountability and a proactive approach to solving problems.
Luxury experience: Previous experience working in a luxury environment (not necessarily in hospitality) is required, demonstrating an understanding of high‑end service and the expectations of discerning clientele.
What we offer / What’s in it for you?
Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance – available after 30 days of employment for full‑time team members
#J-18808-Ljbffr
Luxury Collection Hotel NYC
Department:
Guest Relation Manager- Non-Union
Guest Relations Manager at The Luxury Collection hotel Midtown Manhattan
will be responsible for maintaining a positive relationship with guests, addressing their needs, resolving complaints, and enhancing overall guest satisfaction. This role requires excellent communication skills, a keen eye for detail, and the ability to anticipate and exceed guest expectations.
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 (e.g., 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 like 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 of experience in guest relations, front office, or hospitality management.
Education : A degree in Hospitality Management, Business Administration, or a related field is 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 the ability to multitask.
Proficiency in hotel management software (PMS systems like Opera, Fidelio) and Microsoft Office.
A passion for delivering exceptional customer service.
Languages : Fluency in English is 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 with the ability to lead by example and inspire guest‑facing staff.
Strong sense of accountability and a proactive approach to solving problems.
Luxury experience: Previous experience working in a luxury environment (not necessarily in hospitality) is required, demonstrating an understanding of high‑end service and the expectations of discerning clientele.
What we offer / What’s in it for you?
Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance – available after 30 days of employment for full‑time team members
#J-18808-Ljbffr