Director of Guest Relations - New York, United States - Moxy NYC Times Square

Moxy NYC Times Square
Moxy NYC Times Square
Verified Company
New York, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

_Looking for a strong leader ready to have Fun by creating a Spirited and Thoughtful experience for our Fun Hunters and our Crew Do you have what it takes? Join are waiting for you_:


Perks:

Health Benefits, Vacation time, Wellness days, Manager Development Program

Company Overview:
Moxy Hotels is a leading hospitality organization dedicated to providing exceptional guest experiences. We pride ourselves on delivering top-notch service and creating memorable moments for our Fun Hunters.

As we continue to expand our operations, we are seeking a passionate and dynamic individual to join our team as the Director of Guest Relations.


Job Description:


The Director of Guest Relations will be responsible for overseeing all aspects of guest interactions and experiences within our organization.

This role requires a highly motivated individual with exceptional interpersonal skills and a commitment to delivering unparalleled service.

The Director of Guest Relations will work closely with various departments to ensure that guest needs are met and exceeded at every touchpoint.


Key Responsibilities:
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Developing Guest Experience Strategies: implement strategies to enhance the overall guest experience, including personalized services and amenities.
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Managing Guest Satisfaction:Oversee GSS and analyze guest reviews to identify areas for improvement. Collaborating with department heads to implement strategies
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VIP Guest Management:Ensure seamless handling of VIP guests and special requests, conduct room walkthroughs to ensure impeccable experiences for VIP guests.
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Pre-Arrival and Departure Communication:Coordinate pre-arrival and departure communication with guests, providing essential information and personalized touches to enhance their stay.
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Interdepartmental Collaboration:Collaborate with other departments, such as Front Office, Housekeeping, and Food & Beverage, to coordinate seamless guest experiences.
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Standard Operating Procedures: Develop and uphold standard operating procedure for guest interactions, ensuring consistency and excellence across all touchpoints.
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Issue Resolutions: Handle escalated guest issues with diplomacy and tact, seeking resolution while preserving the integrity of the guest experience and the company's reputation.
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Cross-functional Support:Liaise with Marketing teams to support weekly events and ensuring accurate and updated information about activations.
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Performance Review and Action Planning: Conduct regular meetings with department heads to review guest satisfaction scores and develop actionable plans for continuous improvement.


Qualifications:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field. Master's degree preferred.
  • Minimum of 2 years of experience in guest relations or hospitality management, with at least 2 years in a leadership role.
  • Strong leadership and teambuilding skills, with a proven ability to motivate and inspire others.
  • Exceptional communication, organizational and interpersonal skills, with fluency in multiple languages preferred.
  • Excellent problemsolving abilities, with a focus on finding creative solutions to meet guest needs.
  • Proficiency in guest service software and systems, such as property management systems (PMS) and customer relationship management (CRM) tools.
  • Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
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