Guest Services Manager

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

Ace Hotel is a collection of individuals held together by an affinity for the soulful. We are not here to reinvent the hotel, but to readdress its conventions to keep them fresh, energized, human. We believe that hospitality is compassion, that it is not servility but genuine concern for others’ well-being. We like the stories that come with things and think that wherever you are, you should feel like you’re there. Work can be a beautiful thing when done beautifully, and it’s a lot more fun done together than apart. This, more than anything else, is why people want to sleep with us.

  

Overview

The Guest Services Manager leads the Front Office, Concierge and Uniformed Services/Bell teams at Ace Hotel New York, delivering attentive, friendly and efficient service to every guest before and throughout their stay. As a senior member of the Rooms Division, this role holds full accountability for Front Desk and Bell guest satisfaction scores, manages third party service vendors, and contributes to room revenue, occupancy and departmental profitability goals. The Guest Services Manager partners with the Director of Rooms and the hotel leadership team on operational planning, labor relations and cross departmental execution.

Responsibilities

Leadership and Team Development

• Lead, direct, train and counsel the Front Office, Uniformed Services/Bell teams, including the Front Office Manager and Front Desk Managers, to deliver superior guest service and product quality.
• Motivate, coach, counsel and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s; assess performance of associates and managers in a fair and consistent manner.
• Prepare and conduct Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale, ensure training of Guest Services personnel and ensure sign off of all Service Standards by Position.
• Conduct monthly departmental staff and associate meetings and ensure participation in the monthly Highgate Hotel team meeting.
• Be a leader and role model to all associates, and coordinate the ongoing implementation of the Highgate Hotel philosophy of service.

Labor Relations and Compliance

• Partner with Human Resources to maintain a productive, participative and respectful work environment in which all associates are valued and treated lawfully and consistently.
• Administer the applicable Collective Bargaining Agreement for union represented associates, including scheduling, seniority, discipline and grievance procedures.
• Facilitate open associate communication to identify concerns and grievances, and respond appropriately, including correcting matters that merit it.
• Ensure compliance with all local, state and federal employment and labor laws, including Title VII, ADA, ADEA, FMLA, FLSA, NLRA, OSHA, the Equal Pay Act and the Pregnancy Discrimination Act.
• Ensure implementation of all Highgate Hotel policies, house rules and the associate handbook.

Guest Experience and Service Scores

• Own full accountability for driving Front Desk and Bell guest satisfaction, Guest Service and audit scores; analyze results and implement action plans to improve them.
• Respond to guest requests, problems, complaints and accidents presented at the Front Desk or through reservations, comment cards, letters, online reviews and phone calls in an attentive, courteous and efficient manner, and follow up to ensure guest satisfaction.
• Managing Front Office and Bell tracking systems of scores, revenue, upsells and luggage control
• Ensure staff greet and welcome all guests in accordance with Highgate Hotel S.O.P.'s and remain attentive, friendly, helpful and courteous to all guests, managers and fellow associates at all times.
• Monitor all V.I.P.'s, special guests and requests.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.

Revenue and Financial Performance

• Maximize room revenue and occupancy by reviewing house status daily, analyzing rate variance, monitoring the credit report, flash report and allowances, and maintaining close observation of the daily house count.
• Anticipate market shifts and provide input to the Director of Rooms and General Manager on revenue strategy, the annual business and marketing plans, and departmental goals within the hotel's strategic business plan.
• Assist in revenue and occupancy forecasting and attend daily and monthly Rooms Merchandising and revenue meetings.
• Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements; complete Wage Progress, Productivity and the Ten Day Forecast on time.
• Review Guest Services staff worked hours for payroll compilation and submit to Accounting on a timely basis.
• Ensure 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, and manage departmental expenses to budget.
• Work closely with Accounting on follow up items such as returned checks, rejected credit cards and employee discrepancies; ensure correct cash handling at the Front Desk and enforce all Highgate Hotel credit policies.

Third Party Vendor Management

• Manage relationships with third party service vendors supporting Guest Services, including transportation, luggage storage and technology providers.
• Monitor vendor performance against service level expectations, address service failures and escalate contract issues to the Director of Rooms.

Operations and Systems

• 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 Highgate Hotel S.O.P.'s in its use.
• Operate radios efficiently and professionally and ensure proper radio etiquette within the department.
• Establish and maintain the key control system.
• Carry a cell phone at all times and participate in the required M.O.D. program as scheduled.
• Know and enforce policies regarding emergency procedures and security concerns, and be available to help all departments in emergency situations.

Cross Departmental and Community Partnership

• Maintain constant communication with Housekeeping, Reservations, Engineering, Food and Beverage partners and the Credit Manager, and promote open lines of communication across departments.
• Actively participate in sales presentations, property tours and client meetings as requested by the Sales team.
• Develop and maintain rapport with key community contacts to support a visible presence in the NoMad neighborhood.
• Perform other duties and assignments as requested by management or the corporate office.

Qualifications

Education and Experience

• Bachelor's degree in Hotel/Restaurant or Business Administration preferred, or equivalent education and experience.
• At least 5 years of progressive hotel experience, including a minimum of 3 years in Front Office or Rooms management; or a 4 year degree and at least 2 years of related management experience.
• Experience supervising multiple levels of managers and associates required; experience in a union environment strongly preferred.
• CPR certification, or willingness to obtain within 90 days of hire.

Knowledge, Skills and Abilities

• Proficient Opera Cloud, preferred knowledge in Nor1, Revinate,
• Proficient in Windows, company approved spreadsheets, word processing and property management systems.
• Working knowledge of revenue management, rate strategy and the competitive market.
• Budgetary analysis and basic accounting skills; able to understand and evaluate complex information and data from various sources to meet objectives.
• Working knowledge of employment, wage and hour, safety and labor relations laws, and of Collective Bargaining Agreement administration.
• Able to make sound decisions with only general policies and procedures for guidance, and to anticipate, prevent, identify and solve problems.
• Communicate effectively, verbally and in writing, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Effective at listening to, understanding and clarifying concerns raised by employees and guests.
• Able to multitask and prioritize departmental functions to meet deadlines.
• Able to maintain confidentiality of information.

Expectations

• Schedules vary according to the needs of the hotel and operation.
• Participate in M.O.D. coverage and attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain a warm and friendly demeanor and high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Respond positively to new ideas and openly accept critical and developmental feedback.

Physical Demands

• Light work: exerting up to 50 pounds of force occasionally, and up to 10 pounds frequently or constantly, to lift, carry, push, pull or otherwise move objects.
• Must be able to push and pull carts and equipment weighing in excess of 250 pounds in an emergency.
• Sitting at a desk for up to 5 hours per day; walking and standing for the remainder, including moving through all areas of the hotel on a timely basis.
• Requires grasping, writing, repetitive motions, bending, climbing, listening, hearing and visual acuity, and the manual dexterity to operate office equipment.

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 November 10, 2026 and will remain open for at least 14 days.

Compensation: 80000 to 85000 (USD)