Guest Relations Manager - Conrad

Guest Relations Manager - Conrad New York Downtown

Job Number: HOT0C65H

Conrad New York 102 North End Ave, New York 10282

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.

As the Guest Relations Manager, you will oversee all guest needs—including those of VIP guests—and communicate their requirements to the appropriate team members to deliver an outstanding guest experience. This position also encompasses concierge duties. You will shape guests’ first impressions and are expected to carry out all responsibilities with the highest level of professionalism and service excellence.

• 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 up‑selling 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.

• 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.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Customer Focus

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 in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.

And, our amazing Team Members are at the heart of it all!

• 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:
  
  Team Members will have 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:
  Our 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.

Guest Services, Operations, and Front Office