Guest Relations Manager

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 hotels 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.

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 .
• For the TWA Hotel at New Yorks JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/Whats 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