Hotel & Guest Services Manager; Global Sporting Event

New York , NY , United States Contract

The Hotel & Guest Services Manager will lead in the organisation & management of the hospitality space,the team & amenities.

This is for a contract working on a Global Sporting event in the US and starts on the 6th of July and ends on the 20th of July.

• Develop a clear understanding of the Hospitality Programme and daily schedule
• Build strong relationship with key hotel teams to ensure smooth running of onsite operations
• Prepare Guest Services Operations Manual, to include policies and procedures for all possible circumstances
• Ensure all guests are personally welcomed, fully briefed of next point of contact, event timings and receive welcome packs including premiums tickets and credentials
• With the Guest Communications team, devise process for tracking and communicating all guest changes and information updates
• Demonstrate friendly, professional and efficient service with clients, hotel teams and guests
• Pro-actively assist guests to resolve any problems they encounter
• Manage optional leisure activity service available to guests through Hospitality Desk
• Where necessary, manage the operation & running of Guest Lounge within hotel to provide excellent customer service and a top-class hospitality experience for all guests, including F&B replenishment, drinks service and ensuring the Lounge is immaculately presented
• Implement daily meetings with key hotel staff in order to manage/reconcile accounts and brief hotel of daily schedule and any necessary changes.
• Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities; event venues; excursion & activity venues
• Prepare a practical information resource for the Guest Services Team so that information is readily available & easily accessible including essential contact numbers, travel agency services, venue information, venue maps, match schedules etc.
• Liaise with Airport & Transport teams to ensure efficient arrival & departure systems
• Devise and implement a system for checking guest arrival & departure information
• Set up a system for recording and reporting guests chosen activities/events if applicable
• Liaise with the Guest Communications team to ensure all reports/information communicated as necessary
• Liaise with Team Managers to develop staffing strategy and team rotas
• Assist Programme leads in planning and delivery of Event/Hotel Host training
• Manage hospitality desks onsite to ensure correct information is displayed, and desks are opened punctually, and well-presented
• Ensure team is thoroughly briefed on the client hierarchy and is conversant with appropriate etiquette
• Devise effective communication system is in place to notify guests & team of any programme changes
• Manage team to ensure they are fully briefed & immaculately presented whenever on duty
• Motivate team to ensure delivery of excellent service levels at all times

• Fluent in English. Other languages would be advantageous.
• Excellent communications skills
• Quality service orientated with a “Can Do” attitude
• Previous experience of hotel or event hospitality service
• Methodical, accurate and an eye for detail
• Good IT skills, especially with hotel databases
• Ability to multi-task and meet strict deadlines
• High Level understanding of what constitutes excellent customer service
• Able to build rapport at all levels
• Experience of handling VIP guests
• Ability to lead, train and motivate the hospitality team to deliver exemplary service

• High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
• Willing to roll sleeves up and get involved
• Passionate about sport, hospitality and delivery
• Able to work in a calm, kind and professional manner in a pressured environment
• Ability to prioritise a demanding workload