Guest Relations Manager

Guest Relations Manager - Conrad New York Downtown

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The stunning Forbes 4-Star Conrad New York is looking for a Guest Relations Manager to join the Guest Relations Team! Stay inspired and join the pinnacle of luxury in the heart of Lower Manhattan, featuring 463 rooms, 30,000 square feet of banquet space, and 3 food and beverage outlets. This includes a 3-meal restaurant, rooftop bar, and in‑room dining.

In this position, you will play a key role in enhancing the guest experience from the pre‑arrival stage, throughout their stay, and through post‑checkout follow‑up.

The ideal candidate will demonstrate exceptional professionalism and possess outstanding communication skills, enabling them to work closely with VIP guests and deliver personalized, memorable experiences.

• Meet, greet and direct guests who enter the lobby area.
• Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements.
• Seek verbal feedback from customers on a regular basis and respond to all guest queries in a timely and efficient manner.
• Manage, record and resolve promptly guest or customer complaints.
• Ensure a very high level of customer service is constantly maintained.
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for upselling and promoting when appropriate.
• Maintain good communication and work relationships in all hotel areas.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Assist with other departments, as necessary.

Values:

• Hospitality – We're passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We're leaders in our industry and in our communities.
• Teamwork – We're team players in everything we do.
• Ownership – We're the owners of our actions and decisions.
• Now – We operate with a sense of urgency and discipline.

Key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest accommodations, service, amenities and value. Hilton is committed to continuing its tradition of providing exceptional guest experiences across its global brands.

• Access to pay when you need it through Daily Pay
• Medical Insurance Coverage – for you and your family
• Mental health resources including Employee Assistance Program
• Best‑in‑Class Paid Time Off (PTO)
• Go Hilton travel program: 100 nights of discounted travel
• Parental leave to support new parents
• Debt‑Free Education – access to a wide variety of educational credentials through our partnership with Guild Education, including college degrees and professional certifications
• 401K plan and company match to help save for your retirement
• Hilton Shares – employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

Salary Range: The annual salary range for this role is $70,000 to $75,000 a year and is based on applicable and specialized experience and location.

Work Locations: Conrad New York

Schedule: Full‑time

Brand: Conrad Hotels & Resorts

Job: Guest Services, Operations, and Front Office

Seniority level: Entry level

Employment type: Full‑time

Job function: Management and Manufacturing

Industry: Hospitality