Guest Services Manager PM

The Guest Services Manager ensures the smooth operation of the Guest Services, Concierge, and Uniformed Services/Transportation functions, delivering service that is attentive, friendly, efficient, and courteous while supporting revenue and occupancy goals.

Job Overview

Based onsite in New York, NY at The New Yorker Hotel, this role supports guest satisfaction before and throughout stays. The position also contributes to maximizing room revenue and occupancy through daily monitoring of operational and selling performance.

Responsibilities

• Respond to guest requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and phone calls; follow up to confirm guest satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel in alignment with Highgate Hotel S.O.P.'s.
• Maintain continuous availability by carrying a cell phone at all times.
• Prepare and conduct Guest Services interviews and support hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training for Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit report details, and maintaining close observation of daily house count.
• Monitor selling status daily, including flash reports and allowances.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. coverage as scheduled.
• Review Guest Services staff worked hours to support payroll compilation and submit to Accounting on a timely basis.
• Prepare employee scheduling based on business forecast, payroll budget guidelines, and productivity requirements.
• Maximize no-show revenue through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
• Ensure timely completion of Wage Progress, Productivity, and the Ten Day Forecast in accordance with Highgate Hotel S.O.P.'s.
• Maintain professional relationships and promote open communication across managers, employees, and other departments.
• Work with Accounting on follow-up items such as returned checks, rejected credit cards, and employee discrepancies.
• Operate Front Office computer systems, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper P.B.X. console operation and ensure staff follow Highgate Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome guests approaching the Front Desk according to Highgate Hotel S.O.P.'s.
• Ensure implementation of hotel policies and house rules, and understand hospitality terms.
• Sign off on all Service Standards by Position for Guest Services staff.
• Assist with revenue and occupancy forecasting preparation.
• Ensure timely and professional logging and delivery of messages, packages, and mail.
• Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
• Operate radios professionally, ensuring appropriate radio etiquette within the department.
• Coordinate ongoing implementation of the Highgate philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk and follow/enforce Highgate credit policies.
• Maintain and monitor Lost and Found procedures and policies according to Highgate standards.
• Establish and maintain a key control system.
• Participate in department meetings, including monthly Highgate team meetings.
• Support the Guest Services Department’s role in contributing to guest service and audit scores.
• Monitor V.I.P.s, special guests, and requests.

Requirements

• At least 5 years of progressive experience in a hotel or related field; or 2-year college degree with 3+ years related experience; or 4-year college degree with at least 1 year related experience.
• Supervisory experience required.
• Must have OPERA CLOUD experience.
• Must be proficient in Windows and company-approved spreadsheets and word processing.
• Must hold a valid driver’s license from the applicable state.
• Long hours sometimes required; light hours sometimes required.
• Light work: exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Ability to communicate effectively verbally and in writing with employees and guests.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize to meet deadlines.
• Attend required hotel meetings and trainings; participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, based on hotel scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate standards and regulations to support safe and efficient hotel operations.
• Maximize productivity by identifying problem areas and assisting with solution implementation.
• Effective in handling problems by anticipating, preventing, identifying, and solving as necessary.
• Ability to understand and evaluate complex information and data from multiple sources to meet objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.

Technologies

• OPERA CLOUD
• Windows

Compensation

USD 67,000 - 77,000 per year

Work Location and Schedule Notes

This position is onsite at The New Yorker Hotel in New York, NY.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• For Employees Based in Washington: 8 paid holidays per year; up to 20 days of paid vacation per year; Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked with up to 72 hours carried over
• For Employees Based in Colorado: 8 paid holidays per year (Denver employees receive 64 hours designated holiday time per year); up to 20 days of paid vacation per year; 6 days or 48 hours of Paid Sick Leave per year
• For Employees Based in California: 8 paid holidays per year; up to 20 days of paid vacation per year (capped at 1.5x annual accrual rate); Paid Sick Time accrues at 1 hour for every 30 hours worked with carryover up to 80 hours; Los Angeles employees have specific Paid Sick Time details and access to Compensated Time Off provisions based on length of service
• Note: certain benefits may vary for associates covered by a Collective Bargaining Agreement (CBA); the CBA terms and governing plan documents control as applicable
• Note: the listed benefits do not apply to part-time positions

Posting Details

This job opening was posted on October 14, 2026 and will remain open for at least 75 days.