Shift Lead, Guest Services - Hotel Operations

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 individuality, passion, and expertise to the guest experience. Together we create an environment that is vibrant, refined, and authentically Hard Rock.

The Guest Service Lead serves as the hotel’s ambassador of service excellence and is responsible for enhancing the overall guest experience through proactive guest engagement, service recovery, VIP recognition, loyalty program execution, reputation management, and Forbes standards compliance. This position acts as the primary advocate for the guest, ensuring preferences, special requests, concerns, and feedback are addressed professionally and efficiently. The Guest Service Lead oversees the hotel’s amenity program, guest communication channels, reputation management platforms, VIP arrivals, guest satisfaction initiatives, and service excellence training programs. Working closely with all hotel departments, the role ensures a seamless and memorable guest experience while supporting operational leaders in resolving guest concerns, implementing service improvements, and maintaining the highest hospitality standards.

Responsibilities

• Act as the primary leader for guest recovery and service resolution efforts: respond promptly and professionally to complaints, concerns, and escalated service issues; own guest concerns from initial contact through final resolution; collaborate with department leaders to investigate failures and implement corrective actions; follow up with guests to ensure complete satisfaction; document interactions and actions; identify recurring concerns and recommend operational improvements.
• Oversee all VIP guest arrivals, departures, and in-house stays; ensure VIP accommodation, room inspections, amenities, and guest preferences are properly executed.
• Maintain expert knowledge of Unity and associated loyalty program tiers, benefits, and recognition standards.
• Manage and oversee all hotel amenity programs.

Requirements

• At least three years of prior luxury front office and/or guest services experience, ideally within a four- or five-star hotel environment.
• Ability to communicate clearly, stay patient under pressure, and approach every situation with tact and professionalism.
• Comfort reading instructions, performing basic math, and speaking confidently with coworkers and management.
• Previous experience building relationships with new and returning guests, loyalty members, VIPs, and special-occasion travelers.
• Ability to monitor guest satisfaction and address opportunities before they become areas of service concern.
• Willingness to work evenings, weekends, and holidays when the property is at its most vibrant.

What You Bring, The Hard Rock Standard

• 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.
• Be detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
• Lead with professionalism and inspire those around you to perform at their best.
• Anticipate needs, solve problems, and maintain high standards.

Pay

$23 – $33/hour

Benefits

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