Guest Services Mgr

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an industry innovator. With a dominant presence in the United States and expanding operations worldwide, Highgate’s portfolio exceeds $20 B in assets and generates over $5 B in revenue. The company excels in every phase of the hospitality lifecycle, from development to distribution, and supports major owners and hotel brands with proprietary revenue‑management tools.

Guest Services Manager

New York, NY

The Guest Services Manager ensures the efficient operation of the Guest Services, Concierge, and Uniformed Services/Transportation teams. This role delivers high‑quality service to all guests before and throughout their stay while maximizing room revenue and occupancy.

• Respond to all guest requests, complaints, and incidents at the front desk or via reservations, comment cards, letters, and phone calls in an attentive, courteous, and efficient manner, following up to guarantee satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel SOPs.
• Carry a cell phone at all times and maintain reliable communication with housekeeping, reservations, and the credit manager.
• Conduct interviews, hiring, and onboarding for Guest Services staff; ensure compliance with hiring procedures.
• Develop employee morale and provide ongoing training to Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit and daily house count, and tracking sales status.
• Attend daily and monthly Rooms Merchandising meetings and participate in the M.O.D. program.
• Review staff hours for payroll, submit to accounting on time, and prepare staffing schedules per forecast, payroll budget, and productivity requirements.
• Maintain accurate billing to maximize no‑show revenue, and uphold SOPs for purchase orders, invoice vouchering, and checkbook accounting.
• Ensure timely completion of Wage Progress, Productivity, and the Ten‑Day Forecast as per SOPs.
• Promote a professional relationship and open communication with managers, employees, and other departments.
• Coordinate with accounting on follow‑up items such as returned checks, rejected credit cards, and employee discrepancies.
• Operate all aspects of the front office computer system, including software maintenance, report generation, and simple programming.
• Monitor PBX console operation and enforce SOPs for its use.
• Ensure staff greet and welcome all guests in a manner consistent with SOPs.
• Implement all hotel policies and house rules; understand hospitality terminology.
• Ensure completion of all Service Standards by position for Guest Services staff.
• Assist in revenue and occupancy forecasting.
• Log and deliver messages, packages, and mail efficiently and professionally.
• Communicate effectively with housekeeping, reservations, and the credit manager.
• Use radios professionally and maintain proper etiquette within the department.
• Coordinate ongoing implementation of the Highgate philosophy of service.
• Handle cash accurately at the front desk and enforce credit policies.
• Maintain courteous, helpful, and friendly service at all times for guests, managers, and employees.
• Manage Lost and Found procedures per standards.
• Maintain key control and participate in monthly team meetings.
• Focus the department on contributing to Guest Service and audit scores.
• Monitor VIPs, special guests, and requests.

• At least 5 years of progressive experience in a hotel or related field, or a two‑year college degree with 3+ years of related experience, or a four‑year college degree with 1+ year of related experience.
• Supervisory experience required.
• Proficiency with Windows, spreadsheets, and word processing.
• Valid driver’s license in the applicable state.
• Ability to work long or light hours as required.
• Ability to lift up to 20 lbs occasionally and 10 lbs frequently.
• Maintain a warm, friendly, and professional demeanor.
• Effective verbal and written communication with all levels of staff and guests.
• Strong listening skills to clarify employee and guest concerns.
• Multitask and prioritize departmental functions to meet deadlines.
• Attend all required hotel meetings and trainings, and participate in M.O.D. coverage.
• Maintain regular attendance and comply with scheduling standards.
• Maintain high personal appearance and grooming standards.
• Comply with safety and efficiency regulations.
• Maximize productivity, identify problems, and assist in solutions.
• Handle problems proactively, preventing and resolving issues as needed.
• Analyze complex information from multiple sources to meet objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.

$70,000 – $75,000

Mid‑Senior level

Full‑time

Other

Hospitality