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Highgate

Hospitality and travel-focused venture capital

Guest Services Manager

Hotel Guest ServicesUpdated on Nov 11
ContractNew York, NY, USAIn-person

About the Job

Requirements

  • At least 5 years of progressive experience in a hotel or a related field, or a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience is required.
  • Union experience is required.
  • Proficiency in Windows, company-approved spreadsheets, and word processing is required.
  • A valid driver's license from the applicable state is required.
  • The role may require long hours and light hours.
  • The role requires the ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
  • The employee must communicate verbally and in writing with employees and guests at all levels.
  • The employee must listen to, understand, and clarify concerns raised by employees and guests.
  • The employee must multitask and prioritize departmental functions to meet deadlines.
  • The employee must attend required hotel meetings and trainings and participate in manager-on-duty coverage as required.
  • The employee must maintain regular attendance according to the hotel's scheduling needs.
  • The employee must maintain personal appearance and grooming standards, including wearing a nametag.
  • The employee must comply with hotel standards and regulations for safe and efficient operations.
  • The employee must identify productivity issues and assist in implementing solutions.
  • The employee must anticipate, prevent, identify, and solve problems effectively.
  • The employee must understand and evaluate complex information and data from various sources.
  • The employee must maintain confidentiality of information.

Responsibilities

  • Ensure Guest Services, Concierge, and Uniformed Services/Transportation operate attentively, efficiently, courteously, and provide quality guest service while maximizing room revenue and occupancy.
  • Respond to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls, and follow up to ensure guest satisfaction.
  • Motivate, coach, counsel, and discipline Guest Services personnel according to hotel standard operating procedures.
  • Carry a cell phone at all times.
  • Prepare and conduct Guest Services interviews and follow hiring procedures according to hotel standard operating procedures.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing daily status, analyzing rate variances, monitoring credit reports and daily house counts, and monitoring the daily selling status of the house, including flash reports and allowances.
  • Attend daily and monthly Rooms Merchandising meetings.
  • Participate in the manager-on-duty program as scheduled.
  • Review Guest Services staff work hours for payroll compilation and submit them to Accounting on time.
  • Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
  • Maximize no-show revenue through consistent and accurate billing.
  • Maintain hotel procedures for purchase orders, invoice vouchering, and checkbook accounting.
  • Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time according to hotel procedures.
  • Maintain professional working relationships and open communication with managers, employees, and other departments.
  • Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure employees follow hotel procedures for its use.
  • Ensure staff greet and welcome guests approaching the Front Desk according to hotel procedures.
  • Implement hotel policies and house rules and understand hospitality terms.
  • Ensure Guest Services staff sign off on all Service Standards by Position.
  • Assist in preparing revenue and occupancy forecasts.
  • Ensure messages, packages, and mail are logged and delivered promptly and professionally.
  • Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
  • Operate radios efficiently and professionally to communicate with hotel staff and ensure proper radio etiquette within the department.
  • Coordinate ongoing implementation of the hotel's service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Follow and enforce hotel credit policies.
  • Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and other employees.
  • Maintain and monitor Lost and Found procedures and policies according to hotel standards.
  • Establish and maintain a key control system.
  • Ensure department participation in monthly hotel team meetings.
  • Focus the Guest Services Department on its contribution to guest service and audit scores.
  • Monitor VIPs, special guests, and special requests.
  • Perform other duties as requested by management.

About the Company

Highgate

Hospitality and travel-focused venture capital

HTV is the venture capital arm of Highgate, funding early-stage and growth-stage technology companies that serve the hospitality and travel industries, with a focus on Seed and Series A rounds in North America and Europe. It backs startups in areas like revenue management, B2B marketplaces, business intelligence, alternative accommodations, and restaurant tech, providing capital and strategic support to help them scale. HTV stands out by combining hospitality domain expertise with venture funding, leveraging Highgate’s asset base of over 500 owned or managed hotels, 84,000+ rooms, and more than $20 billion in assets under management to accelerate portfolio growth. Its goal is to grow tech-enabled hospitality and travel ecosystems by aligning portfolio company success with Highgate’s network, resources, and strategic interests.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
New York City, New York
Founded
Not listed

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