Highgate

Hospitality and travel-focused venture capital

Guest Services Manager

Hotel Guest ServicesUpdated on Nov 10

Full-timeAtlantic City, NJ, USA$50k - $55k /yrIn-person

About the Job

Requirements

At least 5 years of progressive experience in a hotel or 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.
Must be proficient in Windows, company-approved spreadsheets, and word processing.
Must have a valid driver’s license from the applicable state.
Long hours are sometimes required.
Light hours are sometimes required.
Must be able to lift, carry, push, pull, or otherwise move up to 20 pounds occasionally and up to 10 pounds frequently or constantly.
Must be able to communicate verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must maintain regular attendance as required by the hotel’s scheduling needs.
Must maintain high standards of personal appearance and grooming, including wearing a nametag.
Must comply with hotel standards and regulations to encourage safe and efficient hotel operations.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving them as necessary.
Must be able to understand and evaluate complex information and data from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.

Responsibilities

Respond to guest requests, problems, complaints, or accidents presented 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, observing daily house count, and monitoring daily selling status, including flash reports and allowances.
Attend daily and monthly Rooms Merchandizing 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.
Ensure no-show revenue is maximized through consistent and accurate billing.
Maintain hotel procedures regarding 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 promote 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 PBX console and ensure employees follow hotel procedures in its use.
Ensure staff greet and welcome guests approaching the Front Desk according to hotel procedures.
Ensure implementation of hotel policies and house rules and understand hospitality terms.
Ensure Guest Services staff sign off on all Service Standards by Position.
Assist with revenue and occupancy forecasting.
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 when communicating 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 are 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 the monthly hotel team meeting.
Focus the Guest Services Department on its role in contributing to guest service and audit scores.
Monitor VIPs, special guests, and requests.
Attend required hotel meetings and training.
Participate in Manager on Duty coverage as required.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Perform other duties as requested by management.

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Courtyard Atlantic City

1212 Pacific AveAtlantic City, NJ 08401

Overview

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities

Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in required M.O.D. program as scheduled.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
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 that employees maintain Highgate Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Services staff.
Assist in preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Highgate Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
Establish and maintain key control system.
Ensure participation within department for monthly Highgate Hotel team meeting.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.I.P.'s, special guests and requests.

Qualifications

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 required.
Must be proficient in Windows, Company approved spreadsheets and word processing.
Must have a valid driver’s license from the applicable state.
Long hours sometimes required.
Light hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.

Benefits

Highgate offers the following benefits package for this position:

Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Please click here for additional benefit details for the states of Washington, Colorado, and California.

Posting Date

This job opening was posted on 10/25/2026 and will remain open for at least 14 days.

Compensation: 50000 to 55000 (USD)

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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