Senior Guest Services Manager

Company : MCR Hotels

Location : New York, NY, 10019

Posted Date : 28 October 2025

Job Details

Sheraton New York Times Square

The Senior Guest Services Manager will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Responsibilities:

•Encourage and building mutual trust, respect, and cooperation among team members

•Develop specific goals and plans to prioritize, organize, and accomplish work

•Handle complaints, settle disputes, and resolve grievances and conflicts

•Participate in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results

•Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met

•Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates

•Promote same day selling procedures to maximize room revenue and occupancy

•Understand the impact of Front Office operations on the overall hotel success

•Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•Encourage team members to provide excellent customer service within guidelines

•Interact with guests to obtain feedback on product quality and service levels

•Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills

•Utilize interpersonal and communication skills to lead, influence, and encourage others

•Advocate sound financial and business decision making

•Demonstrate honesty and integrity, lead by example

•Establish and maintain open, collaborative relationships with team members

•Ensure recognition of team members is taking place across areas of responsibility

Requirements:

•High school diploma or equivalent

•2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred

•Previous Front Office management experience is required

•Excellent verbal and written English communication skills, second language helpful

•Ability to access, retrieve, and leverage information from the hotel PMS system

•Ability to multitask and prioritize

•Excellent problem solving and creative thinking skills

•Ability to maintain the confidentiality of information

•Strong leadership and communication skills

•An aptitude for self-motivation

•A can-do attitude and a hands-on approach

•Strong computer skills

•A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel

•Effective listening skills to understand and clarify concerns from team members and guests

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