Amazing opportunity to join the Number One rated Travel and Leisure Hotel in NYC for Four years! A Manager role to handle all guest relations activities and excel in customer relations providing the highest level of Guest Satisfaction with one of the Top Luxury Hotel In New York City. Opera proficiency, challenge solving, Sales ability and Upselling experience required. This position is on site only and not remote.
Reports to: Director of Operations, General Manager – Dotted Line to Director of Sales and
Marketing / Director Front Office.
· Be the Ambassador of the Hotel before, during and after arrival to ensure the delivery of memorable Hotel Luxury experiences. Delivery the best of all with Hotel Teams. Personalize stay and enhance loyalty.
· Run a sophisticated and high-end Guest Relations and take it to the next level in collaboration with all operating depts.
· Manage and ensure systems, SOP are followed including the pre-arrival experience, correspondence of all guest arrivals by collecting all pertinent information including but not limited to names, arrival times, food & beverage reservations and housekeeping preferences to enhance the guest experience,
· Liaise directly with Concierge and departmental heads (Housekeeping, Food & Beverage, Engineering) to ensure guest expectations are exceeded,
· Coordinate the guests’ experience with all departments for Transients and Groups
· Ensure the distribution of information related to guest arrivals and groups.
· Resume details writing and issuance + communication
· Updates Reservations as per the Guest Relation Pre-Arrival Meeting timetable
· Ensure Guests Profile accuracy and content in Cloud according to pre-arrival, and post departures updates, surveys, preferences
· Amenities program handling, (children’s gifts). Prepare all VIP gifts and children’s gift for arriving guests
· Ensure Amenities are selected, Inspected and set up as per Executive Office direction and guests’ preferences
· Attend and manage the daily departmental meeting and lead the pre-shift meetings with the team members to direct the sense of arrivals
· Provide follow-up via phone, email and written letters on behalf of the General Manager for both acknowledgement and service recovery issues
· Manage all online feedback portals on behalf of the General Manager. Updates files and follow up accordingly.
· Conduct VIP room inspections and coordinate with all internal departments to ensure a positive guest experience
· Daily visibility in high contact guest areas (lobby and restaurant), Lobby Ambassador. Welcome VIP in the Lobby and side curb greeting
· Personalize the welcome phase and every interaction
- Knowledge of Opera Cloud Software is required
- Seek opportunities for development and actively participate in training provided.
- Promote a safe working environment by adhering to all Health & Safety Standards.
- Handle the LHW Ambassador program as a team leader,
· Maintain the guest database and work closely with the Director of Marketing on special projects
· Hotel SOP booklet compliance – Milestone – Guest recognition
· Might be requested to assist at the Front Desk as a relief when applicable, vacation coverage, high occupancy
· Update all Guest profile with key information to continue to improve
- Emotional Intelligence,
- Opera Cloud, Revinate
- Microsoft, Written and communication skills
- This position is on site only. This is not a remote or hybrid position.
- This Senior position is required to work 5 days a week including Saturday and Sunday.
:
· Bachelor’s degree in hospitality management, Tourism or Business preferred.
- Due to the high luxury profile, previous and successful experience in a similar capacity is required to be selected for this role
· Must be available to work weekends and be flexible with the schedule based on business demands
- Ability to connect with our Loyal guests, be warm, provide personalized service, courteous, efficient, friendly, and detailed in all interactions with guests and colleagues
- Ability to focus attention on details and be able to prioritize and follow up.
- Problem Solving, Ability to be creative, innovative and strive for continuous improvements.
- Ability to be a clear thinker, analyze and resolve challenging situations exercising good judgment.
- Be consistent and focus on standards compliance without compromise
- Be a positive thinker, enjoy Luxury environment and enjoy a rewarding challenge
- Proficiency in Microsoft Office Suite and Opera PMS
- The ability to lift 25/50/. pounds when required
- The ability to respond quickly to sounds and Hotel alarms
- The ability to move safely over uneven terrain or in confined spaces
- The ability to see and respond to dangerous situations timely
- The ability to come to work in extreme weather
- The ability to stand up at a desk or podium for extended period, including an entire shift
- Based on the above, can you perform this job, with or without reasonable accommodation?
within 2 months after the start date
· FHR Benefits Training, 30 mns.
· LHW standards video training completion, 90 mns.
· LHW Ambassador
· CPR class once a year, 90 mns.
· FLSD class and certification or Fire Brigade participation, (as per Hotel plan)
The Lowell Hotel is a member of The Leading Hotel of the World, named the New York City Hotel in Travel and Leisure World’s Best Hotel Awards from 2018 to 2022 and amongst the Top 5 Best Hotel in 2023 and 2024. Number 2 in 2026.
Health Plan, Medical, Vision, Dental, PTO, 401k
Job Type: Full-time
Pay: $85,000.00 - $95,000.00 per year
Benefits:
- 401(k) matching
- Employee discount
- Flexible schedule
- Life insurance
- Retirement plan
Experience:
- Hotel experience: 4 years (Required)
Work Location: In person
