Guest Services Manager

Sheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of America

The Guest Services Manager will be responsible for the management of all Front Desk functions and team members, while additionally leading guest experience initiatives and overseeing elevated service delivery during high-impact operational periods. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

• Encourage and build 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 communicate a clear and consistent message regarding Front Office and Guest Services 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 and guest experience initiatives 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 members and coach, mentor, or otherwise help others 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, leading by example
• Establish and maintain open, collaborative relationships with team members
• Ensure recognition of team members is taking place across areas of responsibility
• Lead guest service initiatives to enhance the overall guest experience, service delivery, and guest satisfaction
• Serve as the primary point of escalation for complex guest concerns, service recovery situations, and operational challenges requiring immediate resolution
• Partner with Housekeeping, Engineering, Security, and other hotel departments to proactively resolve guest-impacting operational issues
• Maintain strong visibility in guest-facing areas during high-volume periods to ensure service standards and guest engagement are upheld
• Support VIP arrivals, special accommodations, group movements, and other high-touch guest service operations
• Lead guest recovery efforts and make service-related decisions to protect guest satisfaction and brand loyalty
• Monitor guest feedback trends and identify opportunities for service improvement and operational enhancements
• Assist in maintaining brand service standards, guest experience expectations, and operational consistency across shifts

• 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 ofFast 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

• Weekly Pay
• Paid Time Off
• Retirement Options
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

Sheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of America