Customer Service Representative (CSR) - Star Shield - New York

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• StubHub

  

  Strategy & Analytics Manager - Customer Experience Efficiency

  22 days ago

  New York

  Job Description StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world. As a Strategy & Analytics Manager, you'll play a hybrid role at the intersection of analytics, strategy, product, operations and finance. You'll use analytics to identify high-impact efficiency opportunities and lead by influence cross-functionally to execute on these ideas. You'll be partnering closely with engineers, analysts, operations and finance leaders. If you're excited to turn data into efficiency dollars saved that can be re-invested into growth and customer retention, we'd love to hear from you. Location: Hybrid (3 days in office / 2 days remote) – New York, NY What You'll Do: • Lead the customer experience efficiency strategy: Put in place the quantitative framework to measure efficiency and identify opportunities., • Drive waste elimination: Identify high-spend/low-return areas, size opportunities, and lead cross-functional programs to remove, reduce, or reallocate spend; track benefits to the P&L., • Own the multi-hundred million customer experience cost data platform end-to-end: Define the model, build pipelines with Engineering and Analytics, and deliver accurate, near real-time views of cost, waste, and ROI., • Attribute every dollar spent on customer experience: Tie spend to policies, products, workflows and customer cohorts; reconcile with Finance to create one source of truth, available in real-time., • Turn policy into P&L: Quantify the financial impact of operational and product choices; embed cost / benefit guardrails into planning, experimentation, and business cases., • 4-8+ years of experience in strategy, analytics, business operations, consulting or finance, ideally in a tech or marketplace environment; operating comfortably across business and Finance., • Excellent analytical and technical skills: Strong SQL proficiency and a solid understanding of database architecture; you wouldn't be out of place on an Analytics Engineering team., • Track record as a highly effective operator: Demonstrated success in owning cross-functional initiatives from concept through execution., • Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale., • Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact., • Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to recharge as needed.

• Palma NYC

  

  Hourly Floor Service & Guest Relations Manager

  26 days ago

  New York

  Job Description Required Years of Experience 1 years Job Details Job Title: Hourly Floor Service & Guest Relations Manager Location: Palma Restaurant - West Village, NYC Employment Type: Part Time (Hourly) About Us: Palma is a cherished, family-owned Italian restaurant in the heart of the West Village, known for heartfelt hospitality, timeless cuisine, and an intimate, welcoming environment. We are seeking a dedicated, service-focused Hourly Floor Service & Guest Relations Manager to co-lead service alongside another manager and ensure a warm, seamless experience for every guest. Position Overview: This is a hands-on, floor-based role ideal for someone passionate about hospitality, guest connection, and team leadership. You will work closely with another manager to run daily service, resolve floor issues in real time, and uphold Palma's standard of care in every guest interaction. Responsibilities: • Lead floor service alongside another manager during shifts, ensuring smooth operations and timely guest flow, • Oversee and support FOH staff throughout service, providing clear direction and mentorship, • Act as the primary point of contact for all guest relations during service, managing special requests, complaints, and recovery with professionalism and warmth, • Uphold and reinforce Palma's service standards and core values, • Manage nightly floor logistics, including seating flow, table turns, and pacing in collaboration with the kitchen and host team, • Maintain a calm, composed presence on the floor and serve as a go-to problem solver, • Collaborate with the management team to share feedback and improve service operations, • Proven ability to lead a team and handle guest issues with care, confidence, and professionalism, • Excellent communication, multitasking, and problem-solving skills, • Warm, approachable demeanor with a strong sense of accountability, • Familiarity with systems such as Resy and Salido is a plus, • Competitive hourly pay, • Supportive, tight-knit team environment, • Opportunity to grow within a respected, family-owned hospitality group Palma is an Equal Opportunity Employer and welcomes applicants from all backgrounds. We do not discriminate based on race, gender, age, sexual orientation, religion, or any protected status. Compensation Details Compensation: Hourly ($27.00 - $32.00) Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Commuter Benefits, Potential Bonuses, Dining Discounts Required Skills Attention to Detail Team Leadership Event Coordination Guest Service Orientation Problem Solving Mentorship Customer Service Orientation Operational Management Time Management Logistical Coordination Adaptability Stress Management Conflict Resolution Feedback Sharing Interpersonal Skills Service Improvement Strategic Planning Training and Development Compliance Awareness Multitasking Decision Making Crisis Management Collaboration Cultural Sensitivity

• Crescent Hotels & Resorts LLC

  

  General Manager- 33 Hotel NYC

  5 days ago

  New York

  Job Description Crescent Hotels & Resorts is seeking an experienced Hotel General Manager to lead 33 Hotel, NYC Seaport—an intimate, design-forward luxury retreat in Lower Manhattan. Located in the heart of the historic Seaport District, 33 Hotel offers a refined urban escape where modern sophistication meets New York City energy. With thoughtfully curated experiences, elevated service, and a strong sense of place, this 66-room hotel delivers a personalized guest journey that reflects the vibrancy of downtown Manhattan. Managed by Crescent Hotels & Resorts, 33 Hotel is part of Crescent’s Latitudes Collection—a portfolio of independent, lifestyle-driven hotels that celebrate individuality, creativity, and immersive guest experiences. Our associates are offered competitive compensation, comprehensive benefits, and opportunities to grow within a dynamic and people-first organization. At Crescent, we believe our success begins with our people. We empower our associates to bring their passion, creativity, and individuality to work every day—creating exceptional experiences for our guests and each other. As you grow, so does Crescent. We foster a culture where you can be your authentic self, where your contributions are celebrated, and where your career journey is supported. From health & wellness programs to best-in-class learning and development, we are committed to helping you thrive. You Belong. We Care. Shine Bright. We are committed to providing you with: • Excellent compensation package with an annual salary range of $165,000 – $170,000, • Operational incentive plan eligibility, • Comprehensive benefits package for eligible associates & family members, • 401(k) matching program for eligible associates, • Travel and lodging discounts at Crescent-managed properties across North America What will you be doing? • Lead and inspire a guest-centric, service-driven culture that reflects the elevated, personalized experience of a luxury lifestyle hotel., • Champion a clear vision that motivates associates to deliver exceptional service, ensuring consistent excellence in product quality, guest satisfaction, and financial performance., • Oversee all operational and administrative functions, including analyzing reports on occupancy, revenue, and financial performance to drive strategic decisions., • Maximize profitability through effective business planning, budgeting, forecasting, and cost control while maintaining the integrity of the guest experience., • Recruit, develop, and lead a high-performing leadership team; provide coaching, performance management, and succession planning., • Foster open communication, accountability, and collaboration across all departments., • Represent the hotel within the local community and NYC market, building strong relationships and enhancing the hotel’s presence in the Seaport District., • Engage with guests, clients, and partners to promote the hotel and create meaningful connections., • Conduct regular property walkthroughs to ensure exceptional standards in cleanliness, maintenance, and overall presentation., • Partner with People & Culture to appropriately address associate relations in alignment with Crescent values and policies., • Participate in corporate initiatives, meetings, and committees as needed., • Perform other duties as assigned. Qualifications & Experience: • Minimum of 5 years of Senior Hotel Leadership required, • Minimum of 3 years of experience in a full-service hotel required, • Experience in lifestyle, luxury, or boutique hotel environments required, • Experience overseeing Food & Beverage in a hotel or standalone setting, • Strong financial acumen with working knowledge of accounting and operational metrics, • Proven leadership skills with the ability to inspire, develop, and retain top talent, • Excellent communication skills with fluency in English (written and verbal) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• Crosby Hotel LLC

  

  Operations Duty Manager at the Crosby Street Hotel

  21 days ago

  New York

  Job Description Operations Duty Manager Crosby Street Hotel – New York, NY About Crosby Street Hotel Located in the heart of SoHo, Crosby Street Hotel is an award-winning luxury property known for its bold design, vibrant interiors, and highly personalized service. As part of Firmdale Hotels, Crosby Street blends creativity, individuality, and exceptional hospitality to create a truly distinctive guest experience. With a strong focus on people, culture, and attention to detail, Firmdale is recognized as one of the most inspiring and unique hospitality groups, with properties in both New York City and London. Position Overview The Operations Duty Manager is a key rooms-focused leadership role, reporting directly to the General Manager and Assistant General Manager. Acting as the most senior manager on duty during assigned shifts, this individual serves as the face of hotel leadership—ensuring seamless daily operations while delivering exceptional guest experiences. This highly visible, hands-on role requires strong leadership, sound judgment, and the ability to respond quickly and effectively to guest and operational needs across all departments. Key Responsibilities Guest Experience & VIP Relations • Serve as the primary point of contact for guest concerns, special requests, and service recovery during shifts, • Personally welcome and manage VIP guests, ensuring a bespoke and memorable stay, • Deliver warm, personalized service in line with Firmdale Hotels’ standards, • Act as the most responsive manager on duty, supporting all departments as needed, • Oversee daily hotel operations to ensure service excellence and brand consistency, • Conduct regular floor presence, walkthroughs, and service quality checks, • Collaborate closely with Front Office, Housekeeping, and other departments to maintain seamless operations, • Ensure the safety and security of guests, employees, and the property at all times, • Conduct routine health and safety inspections and ensure compliance with all standards, • Manage incidents and emergencies with professionalism and clear documentation, • Lead by example, fostering a positive, collaborative, and service-driven culture, • Support and coach team members and department leaders in real time, • Reinforce service standards and drive accountability across all departments Qualifications & Experience Required: • Previous experience as a Duty Manager or Department Head in a luxury or 5-star hotel, • Strong leadership and interpersonal skills with a guest-centric approach, • Excellent communication and problem-solving abilities, • High attention to detail and commitment to service excellence, • Experience with Opera PMS and Micros POS, • Food Safety Certification and/or CPR/AED certification Schedule & Compensation • Full-time position with a flexible schedule based on operational needs, • Includes evenings, weekends, and overnight shifts on a rotating basis, • Salary: $90,000 – $95,000 annually Benefits • Medical, dental, vision, and life insurance, • Paid time off (vacation, sick, and personal days), • Transit benefits and NY Secure Choice enrollment from Day One, • Complimentary uniform dry cleaning, • Staff meals during shifts, • Career growth and development opportunities, including annual education reimbursement, • Employee events and recognition programs Why Join Firmdale Hotels? With three hotels in New York City and eight in London, Firmdale Hotels offers a dynamic and inspiring workplace where individuality is celebrated. Founded by Tim and Kit Kemp, the philosophy is simple: “Hotels should be living things, not stuffy institutions.” If you are passionate about hospitality, thrive in a hands-on leadership role, and are driven to create exceptional guest experiences, we invite you to apply and Love What You Do.

• FAIRMONT

  

  Night Hotel Manager

  29 days ago

  New York

  Job DescriptionCompany Description Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest. Job Description Reporting to the Hotel Manager, the Night Hotel Manager’s primary function is to manage the nightly operations of the Hotel. He/she acts as the manager on duty to all Guests and personnel. Furthermore, he/she represents the Hotel Manager during his/her absence overnight. RESPONSIBILITIES: • Provide management cover and operational assistance during the night in the absence of Department Managers in order to ensure seamless delivery of quality service to the standard experienced during the day, • Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotels and Resorts grooming policy, and ensure compliance for all overnight colleagues, • Oversee hotel operations for all operational departments during the overnight, including Front Office, Royal Service, Housekeeping, In-Room-Dining, Culinary, Stewarding, Engineering and Security, • Responsible for the overnight cleaning and maintenance programs, and oversee 3rd party contractors and special projects in collaboration with the Director of Housekeeping, Director of Rooms, Director of Engineering, Director of Food and Beverage., • Perform the duties of the Night Manager two nights per week, and anytime required and carry out the Night Audit function including the provision of systems expertise as laid down by company requirements, • Ensure all internal controls are performed according to company requirements, • Handle walked guests, guest concerns and resolve any problems experienced by guests or visitors in the absence of the relevant managers, • Be fully conversant with all statutory fire, legal, bomb, health and safety procedures and to take control in the event of an emergency, • Follow previously determined “on the day” sales strategy in order to achieve maximum optimum rate, • Ensure the security of the hotel, its guests and visitors through regular checks and patrols throughout the night in conjunction with set procedures, • Act as a point of contact for all guests during their stay, • Recruit, train and develop Night Audit colleagues, • Manage staff schedules, wages, contracts and performance, • Effectively implement and deliver service standards in accordance to stipulated SOP’s, • Through delivery of service initiatives, complete guests satisfaction in front office, • Motivate and ensure colleagues of all departments are is fully updated, • Ensure all guests are treated courteously, • Complaints and problems are resolved and requests for special services are carried out, • Preparation of customer bills, • Use of all systems currently used by each section of front office, • Log all absenteeism and employee lateness, • Complete special projects in a timely manner as required by Director of Front Office, Division Heads, Hotel Manager and Managing Director, • At least 4 years prior Management experience in Front Office and/or Housekeeping, • Previous PMS experience and expert Opera skills required, • Computer literate in Microsoft Window applications required, • University/College degree in a related discipline an asset, • Must possess a professional presentation, • Strong interpersonal and problem solving abilities, • Highly responsible & reliable, • Ability to work well under pressure in a fast paced environment, • Ability to work cohesively with fellow colleagues as part of a team, • Ability to focus attention on guest needs, remaining calm and courteous at all times Additional Information All your information will be kept confidential according to EEO guidelines.

• Courtyard NY Manhattan

  

  Housekeeping Manager

  8 days ago

  New York

  Compensation Type: Yearly Highgate Hotels: Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. ___ Location: With an idyllic location on Manhattan’s Upper East Side, the Courtyard Manhattan/Upper East Side is perfectly situated in a vibrant, residential neighborhood on 92nd Street at First Avenue. This contemporary hotel recently completed a guestroom and lobby revitalization project and is close to Central Park, the Metropolitan Museum of Art, the Guggenheim Museum and Yankee Stadium while still being convenient to Midtown. The hotel has 226 guestrooms (including 16 suites) plus onsite facilities. Courtyard NY Manhattan 410 East 92nd STNew York, NY 10128 Overview: The Housekeeping Manager is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels. Responsibilities: • Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees., • Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction., • Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's., • Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards., • Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position., • Assist in maintaining and controlling all housekeeping equipment., • Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.)., • Ensure that large guestroom turns are managed efficiently., • Ensure consistency with departmental opening and closing procedures., • Carry a pager at all times., • Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's., • Develop employee morale and ensure training of Housekeeping personnel., • Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis., • Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival., • Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards., • Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis., • Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis., • Ensure guest privacy and security through correctly following Highgate Hotel procedures., • Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion., • Conduct pre-shift meetings for room attendants and housemen., • Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available., • Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies., • Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis., • Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements., • Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting., • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments., • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms., • Ensure sign off of all Service Standards by Position competencies for Housekeeping staff., • Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department., • Manage and organize large turn days (including group check-ins or check-outs)., • Monitor out-of-order, out-of-service, discrepant and show rooms., • Must maintain constant communication with Guest Services., • Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc., • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards., • Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards., • Maintain key control system for house keys., • Ensure participation within department for monthly Highgate Hotel team meeting., • Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores., • Monitor all V.I.P.'s, special guests and requests., • Review Housekeeping log book and Guest Request log on a daily basis., • Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs., • Use the telephone and computer system for reporting and verifying room status., • Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned., • Properly store, secure and issue supplies as needed to meet business demands., • Ensure completion of regular maintenance and cleaning projects on a biannual basis., • Ensure overall guest satisfaction. Qualifications:, • At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree; or a 2-year college degree and 1 or more years of related experience., • Supervisory experience required., • Must be proficient in Windows, Company approved spreadsheets and word processing., • Long hours sometimes required., • Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects., • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner., • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests., • Must be able to multitask and prioritize departmental functions to meet deadlines., • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner., • Attend all hotel required meetings and trainings., • Participate in M.O.D. coverage as required., • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel., • Maintain high standards of personal appearance and grooming, including wearing nametags., • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations., • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions., • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary., • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

• Catch Hospitality Group

  

  VIP Guest Reservationist

  3 days ago

  New York

  Catch Hospitality Group is an environment where active thinking & active feedback is the culture. We are driven through our commitment to a team-first mentality and our relentless pursuit of three core principles: Great Food, Great Service, Great VibeOur company growth and expansion is made sustainable through our focus on internal mentorship, leadership development, and a bias for promoting from within. For this remote role, Full Availability including nights and weekend is required for consideration Summary: The VIP Reservationist will be responsible for managing reservations for high-profile guests, ensuring exceptional service, and providing a personalized experience that exceeds expectations. The ideal candidate will be available for day and evening shifts, have a strong attention to detail, excellent communication skills, and the ability to handle high-pressure situations with grace and professionalism. Essential Duties & Responsibilities include the following: • VIP Reservations Management: Handle VIP and high-profile guest reservations, ensuring that all details are accurately recorded, prioritized, and managed according to the restaurant’s policies., • Personalized Guest Experience: Create and maintain VIP guest profiles, ensuring that special preferences, requests, and previous dining experiences are noted and catered to for each visit., • Communication & Coordination: Liaise with the management team, Senior Guest Relations Manager, Reservations Director, and Maitre’D to ensure smooth coordination of VIP dining experiences and special requests., • Responsiveness: Availability to respond promptly, if not immediately, to all inquiries., • Guest Relations: Provide exceptional customer service by anticipating guests’ needs, addressing any special requests, and ensuring a memorable dining experience for VIP guests., • Problem Resolution: Address and resolve any issues or concerns raised by VIP guests promptly and professionally, maintaining a positive guest experience., • Reservation Software Management: Efficiently use reservation systems to manage, track, and confirm reservations, and ensure proper seating arrangements for VIP guests., • Maintain Waitlists: For peak times or overbookings, manage the VIP waitlist, ensuring that guests are kept informed of their wait time and that their experience remains top-notch., • Guest Feedback: Collect feedback from VIP guests to ensure continuous improvement in service and dining experience. This is primarily a work-from-home role with on location requirements periodically required. We operate 7 days a week from 10AM to 10/11PM divided into 2 shifts; Day & Evening. Employees must create a workspace for themselves which promotes productivity. Boundaries must be set to limit personal distractions that may impact performance of job assignments. Conducting work at unauthorized locations is prohibited. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities’disabilities to perform essential functions. • Prolonged sitting and/or standing at workstation throughout the workday., • Ability to be mobile to attend meetings, trainings, & events as needed., • Bending, twisting, & lifting as necessary to achieve common daily tasks., • Mental acuity for prolonged alertness to problem solve, strategize, & manage high, • pressure situations., • Visual acuity for working long periods on computers, for reading and for composing data., • Use of hands to operate common office equipment including keyboard, mouse, telephone and paperwork. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Previous experience in a customer service or reservations role, preferably in the, • hospitality industry., • Have strong verbal communication skills and interpersonal skills, with a strong focus on customer service., • Professional demeanor and able to self-start as well as thrive in a fast-paced environment., • Ability to handle high-pressure situations and multitask effectively., • Strong organizational skills with great attention to detail., • Proficient in reservation software, • Knowledge of fine dining and hospitality standards., • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations., • Ability to work a variety of hours, including evenings, weekends, and holidays.

• VLICH

  

  Hotel General Manager

  14 days ago

  New York

  Company Description VLICH is a prestigious hospitality brand known for exceptional service, world-class amenities, and a commitment to excellence in guest experiences. Headquartered in Queens, NY, VLICH operates posh properties that cater to both leisure and business travelers. Valuing innovation and collaboration, our team is dedicated to setting industry standards. By combining comfort, elegance, and top-tier management, we create memorable and enriching experiences for our guests. At VLICH, the focus is always on delivering unparalleled service in a dynamic and supportive work environment. Role Description We are seeking a full-time Hotel General Manager to oversee the day-to-day operations of our New York, NY property. As an on-site leader, you will ensure the smooth and efficient management of hotel operations, driving customer satisfaction, optimizing revenue, and maintaining high service standards. Your responsibilities will include overseeing all departments, managing budgets and costs, ensuring compliance with regulatory standards, training and motivating staff, enhancing the guest experience, and representing the hotel in the local community. Qualifications • Experience in General Management and Business Management to lead hotel operations and implement strategic goals effectively., • Expertise in Customer Service to ensure an exceptional guest experience and handle customer inquiries or concerns effectively., • Strong Budgeting and financial management skills to oversee hotel revenue and cost controls., • Knowledge of Food & Beverage operations and hospitality best practices to maintain a high standard of service and quality., • Excellent leadership, communication, and problem-solving abilities., • Ability to work in a dynamic, fast-paced environment while maintaining a customer-focused approach., • Previous management experience in the hospitality industry is essential; bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred. Core Work Activities: Assisting the Operational and Financial Management of the Property: • Verifies that all brand standards are being maintained in each area of the property., • Verifies that all team members meet or exceed all brand requirements., • Manages the operation of the ALL PROPERTY departments., • Verifies that a viable key control program is in place., • Maintains current licenses and permits as prescribed by local, state and federal agencies., • Manages all finance and accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures, end of period, banking procedures, • Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement., • Complies with all corporate accounting procedures., • Performs required annual Quality audit. Supporting the Management and Development of Departmental Teams: • Stays readily available/approachable for all employees., • Extends professionalism and courtesy to employees at all times., • Leads by example demonstrating self-confidence, energy and enthusiasm., • Assists/teaches team managers scheduling (using Scheduling Tool that you recommend) against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations., • Sets clear performance expectations with the Owner., • Assists team supervisors with constructive coaching and counseling., • Solicits feedback for continuous improvement. Managing the Guest Experience: • Extends professionalism and courtesy to guests at all times., • Motivates and encourages staff to solve guest and employee related concerns., • Provides excellent customer service by being readily available/approachable for all guests., • Takes proactive approaches when dealing with guest concerns., • Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them. Conducting Human Resource Activities: • Verifies that orientations for new team members are thorough and completed in a timely fashion., • Takes proactive approaches when dealing with employee concerns., • Verifies that property hiring practices and strives for a culturally diverse work place. Performs other duties as assigned and needed.