Guest Experience Manager

About the Role

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination, it is a stage where music, design, and service come together to create unforgettable moments. At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

We are seeking a Guest Experience Manager. This role is responsible managing and analyzing Guest Satisfaction, trends, GSS, Guest Ware, Arrival/Departure operations, VIP reception and overall hospitality. Primary goal is to achieve customer satisfaction 100% of the time. This position is responsible for managing Guest Relations. Recommends and implements services and procedural changes. Requires complete knowledge of front office, MOD and F & B procedures.

Responsibilities

• Service each guest comment/complaint according to procedure
• Resolve customer issues or complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
• Develop, execute and follow up on all guest pre-arrival of VIP guests
• Manage daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests
• Build strong, professional relationships with guests; understand their preferences and transfer to the database as well communicate and follow up with all departmental leaders for special guest preferences
• Execute all responsibilities with a focus on consistency, attention to detail, and elevated service standards

Qualifications

• Minimum of 3 years of experience in similar roles
• Complete knowledge of front office, MOD and F & B procedures
• Anticipate guest needs and act with intention
• Deliver service that is both polished and personal
• Take ownership of every detail of the guest journey
• Contribute to a collaborative, energized, and high-performing culture
• Detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment
• Natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best
• Ability to anticipate needs, solve problems, and maintain high standards

Pay

$78,000 - $101,300

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings
• Employee perks