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About the Role

The Guest Experience Manager will supervise and manage the guest services team, developing and implementing guest service policies and procedures to enhance the overall guest experience.

Responsibilities

• Supervise and manage the guest services team.
• Develop and implement guest service policies and procedures.
• Monitor guest feedback and create action plans to address concerns.
• Collaborate with other departments to enhance the overall guest experience.
• Conduct regular training sessions for staff on guest interaction and service excellence.
• Resolve guest complaints and issues promptly and effectively.
• Maintain an up-to-date knowledge of local attractions and services to provide guests with valuable recommendations.
• Analyze guest satisfaction data and report findings to management.
• Work with marketing teams to create guest-focused promotional content.
• Ensure that the hotel premises are clean, orderly, and well-maintained at all times.

Requirements

• Bachelor's degree in hospitality management or related field.
• 5+ years of experience in a hospitality management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in hotel management software.
• Ability to work under pressure and handle high-stress situations calmly.
• Experience with guest loyalty programs.
• High school diploma or equivalent.
• 3+ years of experience in a hospitality or service-related role.
• Strong problem-solving skills.
• Attention to detail.
• A friendly and approachable demeanor.
• Basic understanding of financial and business principles.
• Ability to work flexible hours, including evenings.

Skills

• Leadership
• Team management
• Communication
• Interpersonal abilities
• Hotel management software proficiency
• Problem-solving
• Attention to detail
• Financial and business principles understanding

Location

• New York City

Work Type

• Full-time

Experience Level

• 5+ years of experience in a hospitality management role
• 3+ years of experience in a hospitality or service-related role

Education Level

• Bachelor's degree in hospitality management or related field
• High school diploma or equivalent

Salary/Compensations

• $90,000.00 - $100,000.00 Annually

Benefits

• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling
• Discounts with Crescent managed properties in North America for you & your family members
• Hotel Room discounts at Marriott brand properties worldwide

About the Company

• At Elysee NYC, guests have the convenience and excitement of the city outside their front door.
• At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests.
• We understand what it takes to be a part of something great.
• We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey.
• We work hard to create and deliver on what YOU need.
• We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.