Guest Relations Manager
5 days ago
New York
Location: Luxury Collection Hotel NYC Department: Guest Relation Manager- Non-Union The 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., • 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., • 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. Our Company • MCR is the 3rd-largest hotel owner-operator in the United States., • Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia., • MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities., • MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels., • MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020., • MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer., • 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