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Guest Services Operations Manager

2 months ago

New York, New York, United States Park Lane Full time

Compensation Type:
Yearly

Company Overview:
Highgate Hotels is a premier real estate investment and hospitality management firm, recognized for its innovative approach within the industry. The company holds a significant presence in key U.S. gateway cities, including New York, Boston, Miami, San Francisco, and Honolulu, while also expanding its reach into the Caribbean and Latin America. Highgate excels in guiding properties through all phases of the property cycle, from planning and development to recapitalization and disposition. With a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, Highgate leverages contemporary programming and digital expertise to enhance guest experiences. The company employs cutting-edge revenue management tools to identify and respond to market dynamics, driving superior performance and maximizing asset value. The executive team comprises some of the most seasoned leaders in hotel management, making Highgate a trusted partner for top ownership groups and major hotel brands. Corporate offices are located in New York, Chicago, Dallas, London, Miami, and Seattle.

Location:
Park Lane New York has been completely transformed into a unique and inclusive retreat, located near the city’s cultural landmarks. The 47-story property boasts 610 rooms, with many offering stunning views of the park, and features over 11,000 square feet of reimagined event space. A state-of-the-art fitness center and three new dining venues enhance the guest experience, including a rooftop lounge that provides breathtaking views of Manhattan.

Position Overview:
The Guest Services Operations Manager is tasked with overseeing the Guest Services, Concierge, and Uniformed Services/Transportation departments. This role is crucial in ensuring that all guests receive exceptional service throughout their stay, while also focusing on maximizing room revenue and occupancy rates.

Key Responsibilities:

  • Address all guest inquiries, concerns, and feedback promptly and courteously, ensuring guest satisfaction.
  • Lead, mentor, and manage the Guest Services team in accordance with Highgate's standard operating procedures.
  • Maintain constant communication with various departments to ensure seamless operations.
  • Analyze daily occupancy and revenue reports to optimize room sales and guest services.
  • Conduct interviews and oversee the hiring process for Guest Services personnel.
  • Implement training programs to enhance employee morale and service quality.
  • Ensure compliance with all hotel policies and procedures, particularly regarding guest interactions and service standards.
  • Manage payroll and scheduling for the Guest Services team, ensuring alignment with business needs.
  • Oversee the operation of the Front Office computer system and ensure proper use of communication tools.
  • Monitor VIP guests and special requests to ensure a personalized experience.

Qualifications:

  • A minimum of 5 years of progressive experience in hospitality management or a related field.
  • Proven supervisory experience is essential.
  • Exceptional customer service skills are required.
  • Proficiency in Microsoft Office and other relevant software.
  • Ability to work flexible hours as needed.
  • Strong communication skills, both verbal and written.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Commitment to maintaining high standards of personal appearance and grooming.
  • Ability to handle complex information and maintain confidentiality.