Guest Relations Manager
The Manner · New York, NY · 1 mo ago
On-siteCustomer ServiceFull-time
We need to output HTML fragment with sections: h3 headings for sections present. We need to include sections only if there is real content. The posting includes: Position Summary (maybe we treat as About the role? The instruction says use h3 for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content to those headings. The posting has: Position Summary (could be About the role). Essential Duties and Responsibilities (Responsibilities). Qualifications (Qualifications). There's also Physical Requirements (maybe part of Qualifications? Could be separate but not in list; we could include under Qualifications or maybe as a separate section? The instruction says only use those headings; we can include other headings? It says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but likely we should stick to those. Physical Requirements could be part of Qualifications or maybe a separate "Requirements" heading. There's also Key Performance Indicators (maybe not a standard heading; could be omitted or placed under Qualifications? Probably we should include as a separate section? The instruction says include a section ONLY when the posting has real, specific content for it. It didn't list KPI as allowed heading, but we could still use h3 for it? The examples are not exhaustive; they say e.g. So we can use other headings if appropriate. But better to map to given headings: About the role (position summary), Responsibilities (essential duties), Requirements (maybe qualifications + physical requirements + KPI?), Qualifications (maybe separate?), Skills (maybe not present), Benefits (not present), Pay (not present), Schedule (maybe mention flexible schedule). The posting mentions "Ability to work a flexible schedule, including evenings, weekends, and holidays." That's schedule info. So we can create a Schedule section with that detail.
We also have "Preferred" experience; could be part of Qualifications.
We need to preserve all substantive info. So we need to include all bullet points etc.
We'll produce HTML with sections:
items under a single
About the role
Position Summary: ...
Responsibilities
- ... each duty
for subheadings? Not prohibited. Safer to just list all duties as
- . But we might lose grouping. However we can include subheadings as
- . We'll include the group headings as part of the text maybe preceded by bold? Not required. We'll just list. We need to ensure we preserve all duties exactly as given. Let's copy each duty bullet exactly. Service Culture & Leadership: - Lead, inspire, and develop Guest Relations, Front Office, and Concierge teams to deliver intuitive, anticipatory, and emotionally engaging luxury service. - Model polished, gracious, and authentic service behaviors, maintaining professional presence, language, and appearance standards. - Promote a culture of care, accountability, inclusivity, and empowerment that enables team members to create meaningful guest moments. - Conduct regular coaching, service refreshers, and skills training aligned with The Manner luxury guest services standards. Guest Journey Ownership: - Oversee the full guest lifecycle, ensuring seamless execution of pre-arrival planning, arrival choreography, in-stay engagement, and departure. - Manage the VIP program, including room inspections, amenities, preference tracking, and interdepartmental coordination. - Ensure guest preferences and personalization details are accurately captured and executed through property systems. - Maintain a visible leadership presence in public areas during peak arrival and departure periods. Guest Experience & GSS Performance: - Own and drive Guest Satisfaction Survey (GSS) results and overall guest satisfaction performance. - Analyze guest feedback, Medallia results, and online reputation data to identify trends and root causes. - Partner with department leaders to implement corrective actions and sustain service improvements. - Ensure consistent guest recognition and personalization across all departments. Service Recovery & Guest Advocacy: - Provide leadership oversight for service recovery efforts, ensuring responses are timely, empathetic, and brand-aligned. - Personally engage with high-value guests, repeat guests, and guests experiencing service challenges. - Monitor recurring issues and implement sustainable solutions to prevent repeat service failures. Operational & Cross-Functional Collaboration: - Partner with Housekeeping, Food & Beverage, Engineering, Sales, Revenue Management, and Security to ensure seamless service delivery. - Collaborate with Sales and Events teams on VIP groups, special programs, and key stakeholder relationships. - Oversee training and ensuring guest experience expectations are being met with associates supporting service delivery. - Manage amenities, departmental expenses, and guest experience initiatives in alignment with service and financial goals. - Serve as Manager on Duty as scheduled. Now Qualifications (Required and Preferred). We'll list required bullets then preferred. Required: - Bachelor’s degree in Hospitality Management, Business Administration, or related field, or equivalent professional experience. - Minimum of 5 years of progressive leadership experience in luxury hotel operations, Guest Relations, or Rooms Division leadership. - Demonstrated success leading luxury service cultures and improving guest satisfaction metrics. - Proven ability to achieve and sustain strong GSS results. - Strong communication skills, emotional intelligence, and composure in high-pressure environments. - Advanced working knowledge of Opera PMS and guest feedback platforms. Preferred: - Experience with proprietary or bespoke luxury service programs. - Experience in a Forbes-rated, LQA-a
inside the ? Not typical. Better to keep as with items; we can embed the group headings as part of the item text.
We'll extract each duty bullet.
From text:
Service Culture & Leadership:
- Lead, inspire, and develop Guest Relations, Front Office, and Concierge teams to deliver intuitive, anticipatory, and emotionally engaging luxury service.
- Model polished, gracious, and authentic service behaviors, maintaining professional presence, language, and appearance standards.
- Promote a culture of care, accountability, inclusivity, and empowerment that enables team members to create meaningful guest moments.
- Conduct regular coaching, service refreshers, and skills training aligned with The Manner luxury guest services standards.
Guest Journey Ownership:
- Oversee the full guest lifecycle, ensuring seamless execution of pre-arrival planning, arrival choreography, in-stay engagement, and departure.
- Manage the VIP program, including room inspections, amenities, preference tracking, and interdepartmental coordination.
- Ensure guest preferences and personalization details are accurately captured and executed through property systems.
- Maintain a visible leadership presence in public areas during peak arrival and departure periods.
Guest Experience & GSS Performance:
- Own and drive Guest Satisfaction Survey (GSS) results and overall guest satisfaction performance.
- Analyze guest feedback, Medallia results, and online reputation data to identify trends and root causes.
- Partner with department leaders to implement corrective actions and sustain service improvements.
- Ensure consistent guest recognition and personalization across all departments.
Service Recovery & Guest Advocacy:
- Provide leadership oversight for service recovery efforts, ensuring responses are timely, empathetic, and brand-aligned.
- Personally engage with high-value guests, repeat guests, and guests experiencing service challenges.
- Monitor recurring issues and implement sustainable solutions to prevent repeat service failures.
Operational & Cross-Functional Collaboration:
- Partner with Housekeeping, Food & Beverage, Engineering, Sales, Revenue Management, and Security to ensure seamless service delivery.
- Collaborate with Sales and Events teams on VIP groups, special programs, and key stakeholder relationships.
- Oversee training and ensuring guest experience expectations are being met with associates supporting service delivery.
- Manage amenities, departmental expenses, and guest experience initiatives in alignment with service and financial goals.
- Serve as Manager on Duty as scheduled.
Qualifications:
Required:
- Bachelor’s degree in Hospitality Management, Business Administration, or related field, or equivalent professional experience.
- Minimum of 5 years of progressive leadership experience in luxury hotel operations, Guest Relations, or Rooms Division leadership.
- Demonstrated success leading luxury service cultures and improving guest satisfaction metrics.
- Proven ability to achieve and sustain strong GSS results.
- Strong communication skills, emotional intelligence, and composure in high-pressure environments.
- Advanced working knowledge of Opera PMS and guest feedback platforms.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
Preferred:
- Experience with proprietary or bespoke luxury service programs.
- Experience in a Forbes-rated, LQA-audited, or equivalent luxury environment.
Physical Requirements:
- Ability to stand, move, and engage guests for extended periods in a guest-facing environment.
- Ability to lift or carry up to 25 pounds for VIP amenities or operational needs.
Key Performance Indicators:
- Achievement and sustainability of Guest Satisfaction Survey (GSS) results.
- Consistent execution of The Manner luxury guest services standards.
- Effectiveness of service recovery and reduction in repeat guest issues.
- Team engagement and performance outcomes.
- Alignment with brand, ownership, and operational objectives.
We also have Schedule info: Ability to work a flexible schedule, including evenings, weekends, and holidays. Already included under Qualifications required. Could also create a Schedule section with that line. But we might duplicate. The instruction says preserve ALL substantive information; we can include it in Qualifications and also in Schedule? That would duplicate. Better to keep it only once. Since it's a qualification, we can keep under Qualifications. But we could also create a Schedule section and move it there, removing from Qualifications. However Qualifications would lose that detail. The instruction says preserve ALL substantive information; we can move it to Schedule and still preserve. But then Qualifications loses that line. We could keep it in both places? That would be duplication, which they said to remove duplicated lines. So we should not duplicate. So we need to decide where to place it. The schedule is a qualification/requirement. The instruction includes Schedule as a possible heading. So we could create a Schedule section and put that line there, and remove from Qualifications. That seems appropriate.
Thus Qualifications will not include the schedule line.
Now Benefits, Pay: not present, so we omit those sections.
Skills: not explicitly listed; we could omit.
Requirements: maybe we could use Requirements heading for Physical Requirements? But we have Qualifications covering education/experience etc. Physical Requirements could be under Requirements. But we already have Qualifications heading; we could also have Requirements heading for physical requirements. However the instruction says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both Requirements and Qualifications. We'll put Physical Requirements under Requirements. Also maybe Key Performance Indicators could be under Requirements? But we could make a separate section for KPI? Not in list but we could still use h3 for KPI. Safer to create a section "Key Performance Indicators" as h3.
Thus final sections:
About the role (position summary)
Responsibilities (essential duties)
Qualifications (required + preferred)
Requirements (physical requirements)
Key Performance Indicators (KPIs)
Schedule (flexible schedule)
We must not repeat job title as heading.
Now produce HTML.
We'll wrap each section in and then content.
For About the role:
Position Summary: The Guest Relations Manager leads the hotel’s service culture and Guest Relations function, ensuring that every guest interaction reflects The Manner luxury guest services standards, brand expectations, and ownership objectives. This role owns the end-to-end guest journey, including pre-arrival, arrival, in-stay engagement, service recovery, and departure, while driving measurable improvements in Guest Satisfaction Survey (GSS) results, guest loyalty, and service consistency. The Guest Relations Manager serves as a guest advocate, embedding luxury service standards into daily operations, team behaviors, and performance outcomes.
For Responsibilities: with each duty as
- with items; we can embed the group headings as part of the item text.
We'll extract each duty bullet.
From text:
Service Culture & Leadership:
- Lead, inspire, and develop Guest Relations, Front Office, and Concierge teams to deliver intuitive, anticipatory, and emotionally engaging luxury service.
- Model polished, gracious, and authentic service behaviors, maintaining professional presence, language, and appearance standards.
- Promote a culture of care, accountability, inclusivity, and empowerment that enables team members to create meaningful guest moments.
- Conduct regular coaching, service refreshers, and skills training aligned with The Manner luxury guest services standards.
Guest Journey Ownership:
- Oversee the full guest lifecycle, ensuring seamless execution of pre-arrival planning, arrival choreography, in-stay engagement, and departure.
- Manage the VIP program, including room inspections, amenities, preference tracking, and interdepartmental coordination.
- Ensure guest preferences and personalization details are accurately captured and executed through property systems.
- Maintain a visible leadership presence in public areas during peak arrival and departure periods.
Guest Experience & GSS Performance:
- Own and drive Guest Satisfaction Survey (GSS) results and overall guest satisfaction performance.
- Analyze guest feedback, Medallia results, and online reputation data to identify trends and root causes.
- Partner with department leaders to implement corrective actions and sustain service improvements.
- Ensure consistent guest recognition and personalization across all departments.
Service Recovery & Guest Advocacy:
- Provide leadership oversight for service recovery efforts, ensuring responses are timely, empathetic, and brand-aligned.
- Personally engage with high-value guests, repeat guests, and guests experiencing service challenges.
- Monitor recurring issues and implement sustainable solutions to prevent repeat service failures.
Operational & Cross-Functional Collaboration:
- Partner with Housekeeping, Food & Beverage, Engineering, Sales, Revenue Management, and Security to ensure seamless service delivery.
- Collaborate with Sales and Events teams on VIP groups, special programs, and key stakeholder relationships.
- Oversee training and ensuring guest experience expectations are being met with associates supporting service delivery.
- Manage amenities, departmental expenses, and guest experience initiatives in alignment with service and financial goals.
- Serve as Manager on Duty as scheduled.
Qualifications:
Required:
- Bachelor’s degree in Hospitality Management, Business Administration, or related field, or equivalent professional experience.
- Minimum of 5 years of progressive leadership experience in luxury hotel operations, Guest Relations, or Rooms Division leadership.
- Demonstrated success leading luxury service cultures and improving guest satisfaction metrics.
- Proven ability to achieve and sustain strong GSS results.
- Strong communication skills, emotional intelligence, and composure in high-pressure environments.
- Advanced working knowledge of Opera PMS and guest feedback platforms.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
Preferred:
- Experience with proprietary or bespoke luxury service programs.
- Experience in a Forbes-rated, LQA-audited, or equivalent luxury environment.
Physical Requirements:
- Ability to stand, move, and engage guests for extended periods in a guest-facing environment.
- Ability to lift or carry up to 25 pounds for VIP amenities or operational needs.
Key Performance Indicators:
- Achievement and sustainability of Guest Satisfaction Survey (GSS) results.
- Consistent execution of The Manner luxury guest services standards.
- Effectiveness of service recovery and reduction in repeat guest issues.
- Team engagement and performance outcomes.
- Alignment with brand, ownership, and operational objectives.
We also have Schedule info: Ability to work a flexible schedule, including evenings, weekends, and holidays. Already included under Qualifications required. Could also create a Schedule section with that line. But we might duplicate. The instruction says preserve ALL substantive information; we can include it in Qualifications and also in Schedule? That would duplicate. Better to keep it only once. Since it's a qualification, we can keep under Qualifications. But we could also create a Schedule section and move it there, removing from Qualifications. However Qualifications would lose that detail. The instruction says preserve ALL substantive information; we can move it to Schedule and still preserve. But then Qualifications loses that line. We could keep it in both places? That would be duplication, which they said to remove duplicated lines. So we should not duplicate. So we need to decide where to place it. The schedule is a qualification/requirement. The instruction includes Schedule as a possible heading. So we could create a Schedule section and put that line there, and remove from Qualifications. That seems appropriate.
Thus Qualifications will not include the schedule line.
Now Benefits, Pay: not present, so we omit those sections.
Skills: not explicitly listed; we could omit.
Requirements: maybe we could use Requirements heading for Physical Requirements? But we have Qualifications covering education/experience etc. Physical Requirements could be under Requirements. But we already have Qualifications heading; we could also have Requirements heading for physical requirements. However the instruction says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both Requirements and Qualifications. We'll put Physical Requirements under Requirements. Also maybe Key Performance Indicators could be under Requirements? But we could make a separate section for KPI? Not in list but we could still use h3 for KPI. Safer to create a section "Key Performance Indicators" as h3.
Thus final sections:
About the role (position summary)
Responsibilities (essential duties)
Qualifications (required + preferred)
Requirements (physical requirements)
Key Performance Indicators (KPIs)
Schedule (flexible schedule)
We must not repeat job title as heading.
Now produce HTML.
We'll wrap each section in
and then content. For About the role:
Position Summary: The Guest Relations Manager leads the hotel’s service culture and Guest Relations function, ensuring that every guest interaction reflects The Manner luxury guest services standards, brand expectations, and ownership objectives. This role owns the end-to-end guest journey, including pre-arrival, arrival, in-stay engagement, service recovery, and departure, while driving measurable improvements in Guest Satisfaction Survey (GSS) results, guest loyalty, and service consistency. The Guest Relations Manager serves as a guest advocate, embedding luxury service standards into daily operations, team behaviors, and performance outcomes.
For Responsibilities:- with each duty as