Highgate

Hospitality and travel-focused venture capital

Guest Services Manager

Hotel Guest ServicesUpdated on Nov 10

Full-timeNew York, NY, USA$67k - $77k /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 at least 3 years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience is required.
Experience with OPERA CLOUD 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 at times.
The role requires the ability to perform light work, exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
The role requires maintaining a warm and friendly demeanor.
The role requires effective verbal and written communication with employees and guests at all levels.
The role requires listening to, understanding, and clarifying concerns raised by employees and guests.
The role requires multitasking and prioritizing departmental functions to meet deadlines.
The role requires attending hotel meetings and trainings, participating in Manager on Duty coverage as required, and maintaining regular attendance according to hotel scheduling needs.
The role requires maintaining standards of personal appearance and grooming, including wearing nametags.
The role requires complying with hotel standards and regulations to support safe and efficient operations.
The role requires identifying productivity issues and assisting with solutions.
The role requires anticipating, preventing, identifying, and solving problems.
The role requires understanding and evaluating complex information and data from various sources.
The role requires maintaining confidentiality of information.

Responsibilities

Respond to guest requests, problems, complaints, and 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 status daily, analyzing rate variance, monitoring credit reports, observing daily house count, and monitoring daily selling status, including flash reports and allowances.
Attend daily and monthly Rooms Merchandising meetings.
Participate in the required 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 standard operating procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast on time according to hotel standard operating procedures.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on follow-up items, including returned checks, rejected credit cards, and employee discrepancies.
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 standard operating procedures for its use.
Ensure staff greet and welcome guests at the Front Desk according to hotel standard operating procedures.
Implement hotel policies and house rules and understand hospitality terminology.
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 on time 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 in the department.
Coordinate ongoing implementation of the hotel 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 monthly hotel team meetings.
Focus the Guest Services Department on contributing to Guest Service and audit scores.
Monitor VIPs, special guests, and requests.
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

The New Yorker Hotel continues to thrive, attracting visitors from all over the world, including those right here in NYC. With the Jacob Javits Covention Center and Hudson Yards just minutes away, and the revitalized West Side of Manhattan becoming increasingly desirable, we’re confident that our hotel will enjoy continued success well into the future. And we invite you to experience it with us!

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 have OPERA CLOUD experiance
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 October 14, 2026 and will remain open for at least 75 days.

Compensation: 67000 to 77000 (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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