Director of Guest Relations

3 weeks ago

New York, United States Moxy NYC Times Square Full time

**_Looking for a strong leader ready to have Fun by creating a Spirited and Thoughtful experience for our Fun Hunters and our Crew Do you have what it takes? Join us...we are waiting for you_**:
**Perks**:
Health Benefits, Vacation time, Wellness days, Manager Development Program

Company Overview: Moxy Hotels is a leading hospitality organization dedicated to providing exceptional guest experiences. We pride ourselves on delivering top-notch service and creating memorable moments for our Fun Hunters. As we continue to expand our operations, we are seeking a passionate and dynamic individual to join our team as the Director of Guest Relations.

**Job Description**:
The Director of Guest Relations will be responsible for overseeing all aspects of guest interactions and experiences within our organization. This role requires a highly motivated individual with exceptional interpersonal skills and a commitment to delivering unparalleled service. The Director of Guest Relations will work closely with various departments to ensure that guest needs are met and exceeded at every touchpoint.

Key Responsibilities:

- **Developing Guest Experience Strategies**: implement strategies to enhance the overall guest experience, including personalized services and amenities.
- **Managing Guest Satisfaction**:Oversee GSS and analyze guest reviews to identify areas for improvement. Collaborating with department heads to implement strategies
- **VIP Guest Management**:Ensure seamless handling of VIP guests and special requests, conduct room walkthroughs to ensure impeccable experiences for VIP guests.
- **Pre-Arrival and Departure Communication**:Coordinate pre-arrival and departure communication with guests, providing essential information and personalized touches to enhance their stay.
- **Interdepartmental Collaboration**:Collaborate with other departments, such as Front Office, Housekeeping, and Food & Beverage, to coordinate seamless guest experiences.
- **Standard Operating Procedures**: Develop and uphold standard operating procedure for guest interactions, ensuring consistency and excellence across all touchpoints.
- **Issue Resolutions**: Handle escalated guest issues with diplomacy and tact, seeking resolution while preserving the integrity of the guest experience and the company's reputation.
- **Cross-functional Support**:Liaise with Marketing teams to support weekly events and ensuring accurate and updated information about activations.
- **Performance Review and Action Planning**: Conduct regular meetings with department heads to review guest satisfaction scores and develop actionable plans for continuous improvement.

Qualifications:

- Bachelor's degree in Hospitality Management, Business Administration, or a related field. Master’s degree preferred.
- Minimum of 2 years of experience in guest relations or hospitality management, with at least 2 years in a leadership role.
- Strong leadership and team-building skills, with a proven ability to motivate and inspire others.
- Exceptional communication, organizational and interpersonal skills, with fluency in multiple languages preferred.
- Excellent problem-solving abilities, with a focus on finding creative solutions to meet guest needs.
- Proficiency in guest service software and systems, such as property management systems (PMS) and customer relationship management (CRM) tools.
- Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

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