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 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.

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 York’s 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/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