Guest Services Manager

Role Description

The Guest Services Manager is a full-time, on-site role based at Hotel Hugo in New York, NY. This position oversees and performs daily front‑of‑house operations, ensuring a seamless and welcoming experience from arrival through departure. Responsibilities include supervising front‑desk and guest‑services team members, managing check‑in and check‑out processes, and resolving guest inquiries, issues, and special requests promptly and professionally. The manager monitors guest satisfaction, coordinates closely with housekeeping, maintenance, and food and beverage teams, and ensures that service standards and brand guidelines are consistently met.

The role also involves training and scheduling staff, reviewing guest feedback, handling billing or reservation discrepancies, and supporting a safe, inclusive, and respectful environment for guests and team members.

• Dedicated hospitality leader committed to exceptional guest experiences
• Strong supervisory skills with experience leading, coaching, and scheduling front‑of‑house or guest‑services teams
• Proven customer service and satisfaction skills, with a track record of resolving concerns and creating memorable guest experiences
• Excellent verbal and written communication skills, including the ability to interact with diverse guests and team members in a professional and inclusive manner
• Comfort with receptionist duties such as managing reservations, handling phone and email inquiries, and overseeing check‑in/check‑out procedures
• Previous experience in hospitality, guest services, or a related customer‑focused environment; hotel experience in New York City or other major markets is a plus
• Strong problem‑solving abilities, attention to detail, and organizational skills in a fast‑paced setting
• Proficiency with property management systems (PMS), reservation software, and basic office applications
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed to support hotel operations
• High school diploma or equivalent required; additional education or training in hospitality or hotel management is preferred
• Must have open availability with no schedule restrictions