Guest Experience Manager Jobs

Soho Grand Hotel

Location:
United States, New York

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

75000.00 - 80000.00 USD / Year

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Job Description:

The Guest Experience Manager at The Soho Grand Hotel is a high energy, hospitality professional experienced with taking care of hotel guests and VIPs. Working hand in hand with the reception team, Sales and Food & Beverage to curate exceptional guest experiences. In addition to working with Security, Housekeeping and Engineering to make sure all details are addressed pre-check-in and guest rooms are serviced to expectation during their time with us. The GEM looks for ways to improve guest service, manages all current service efforts to ensure we are proactively setting our team up for success. This individual has previous involvement in hotel operations, managing multiple projects, acute attention to detail is an effective communicator and has an innate ability to handle guest concerns quickly and successfully. The GEM is able to prioritize tasks and manage time to ensure the day is set up and there is time to spend in the lobby greeting and meeting guests.

Job Responsibility:

Forge relationships with guests to build loyalty by executing an experience that exceeds their expectations
Makes and confirms hotel reservations and send amenities when needed for VIPs
Setting up VIP and Guest arrivals, including but not limited to sourcing amenities, bulletins and blocking per preference
Sending pre-arrival welcome emails
Welcoming Guests: presence in lobby, greeting and checking in VIPs
Inspect VIP guest rooms, Special Event set-ups and spaces
Source & set up special amenities
Support guest needs throughout all Departments, ensure communication is set to succeed
Manage Guest Experience Survey platform, guest feedback and all review sites
Check-in on guests during their stay and pre-departure, facilitate service needs
Follow up email post-departure for guest feedback
Employ service recovery to build guest retention
Grow repeat guest % with team, incentivize and inspire great guest reviews on all platforms
Review quality of guest profile information in Opera, Revinate and Alice to seek improvement
Be onsite for VIP arrivals when required and be available for hotel guests as required
Develop training schedules with new hires and current team members
Maintains the confidentiality of sensitive guest and hotel information
Maintain a keen understanding of training trends, industry best practices and developments
Optimizing training processes for efficiency

Requirements:

Hotel management: 2 years (Preferred)
Hospitality: 2 years (Preferred)
Experience in managing training schedules and budgets
A proven track record of training program development and management
Must possess solid guest service, communication and presentation skills
Experience in monitoring review sites ensuring to respond to comments and queries in a timely manner
Proven work experience in front of house and back of house day-to-day hotel operations
Ability to communicate with excellent written and oral communication skills
Ability to work well with all levels of internal management and team as well as outside clients
Ability to share the feedback and online reviews with appropriate departments coaching when necessary
Ability to plan, multi-task and manage time effectively
Ability to maintain the confidentiality of sensitive guest and hotel information
Ability to optimize training processes for efficiency
Ability to assist with amenities, all special requests, reconfirm details
Prior comparable NYC Hotel Front Desk experience a must

What we offer:

401(k) plan (matching after 1 year)
Dental insurance
Health insurance
Paid time off
Vision insurance

Additional Information:

Job Posted:
December 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Experience Manager