Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $103,000.00 - $107,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
wellness programs
Job Description
The Carlyle, A Rosewood Hotel, established in 1930, is a distinguished luxury hotel located in New York City. Renowned for its timeless charm and elegant ambiance, it has long been a sanctuary for world leaders, celebrities, and discerning travelers seeking a refined and private experience. This prestigious hotel offers an extraordinary blend of comfort, sophistication, and impeccable service, making it a preferred choice for guests who demand the highest standards of hospitality. Over the decades, The Carlyle has earned many accolades and has been consistently recognized by leading travel publications, magazines, and consumer organizations as one of the premier places... Show More
Job Requirements
- Bachelor degree in hospitality management or equivalent work experience
- Minimum 3 years experience in luxury or ultra-luxury property in similar role
- Prior heavy exposure to guest relations manager duties
- Thorough knowledge of hotel operations, services, policies and regulations
- Technical proficiency with Opera, HotSOS and Microsoft Office
- Ability to perform mathematical operations involving various units of measure
- Fluency in English
- Fluency in at least one additional language preferred
- Ability to maintain organization in a multi-tasking environment
- Strong interpersonal and team player skills
- Ability to work with minimal supervision
- Ability to perform physical tasks including transporting 15 pounds and various physical movements
- Must maintain confidentiality of guest and hotel data
- Ability to think clearly and resolve problems calmly
- Follow instructions accurately
- Understand guest service needs
Job Qualifications
- Minimum bachelor degree in hospitality management or equivalent work experience
- Minimum 3 years experience in a similar capacity for a luxury or ultra-luxury property
- Licenses and certifications none required
- Strong knowledge of hotel features, services and policies
- Demonstrated leadership and team management skills
- Proficiency with hotel management systems such as Opera and HotSOS
- Excellent communication and interpersonal skills
- Ability to lead recruitment, training and talent development
- Proven ability to handle guest complaints and resolve conflicts
- Ability to maintain high standards of grooming and attire
- Experience working in fast-paced, detail-oriented environments
- Ability to exemplify company culture, mission and core values
Job Duties
- Train Guest Relations department in established programs and procedures
- Maintain schedules, attendance control and payrolls to maximize profits
- Manage day-to-day operations ensuring quality and guest expectations are met
- Coordinate and arrange welcome, escort and farewell procedures for all guests
- Personally welcome top VIPs in absence of executive committee members
- Ensure amenity placement and organize welcome cards for special occasions
- Collect and document guest requests, likes and dislikes
- Inspect guest accommodations ensuring standards and requests are fulfilled
- Communicate and coordinate with Housekeeping, Room Service and Engineering
- Develop goals and plans to prioritize and organize work
- Interact with departments to complete guest requests
- Maintain presence in public areas during busy times
- Handle complaints, resolve grievances and conflicts
- Assign guest relations managers for high profile guests and suites
- Lead recruitment and talent development initiatives
- Support hotel philosophy on hiring, employee relations and disciplinary action
- Control and monitor departmental payroll and expenditures
- Prepare work schedules for efficient staffing
- Monitor and rectify staff performance deficiencies
- Anticipate and manage critical situations efficiently
- Assist staff to ensure optimum service
- Adhere to hotel policies on accidents, injuries and emergencies
- Facilitate effective communication and employee awareness
- Maintain knowledge of hotel features, room types, rates, policies and activities
- Exemplify leadership in guest hospitality
- Review business levels and plan solutions
- Work with leadership team to prevent guest issue recurrence
- Ensure materials and equipment readiness
- Monitor guest interactions and service quality
- Observe guest satisfaction and confer with staff
- Ensure security of guestroom access
- Provide coaching, mentoring and employee development
- Utilize open door policy to address employee concerns
- Update policies and manuals ensuring compliance
- Act as brand ambassador maintaining brand integrity
- Model company culture and values
- Foster cooperative working climate and employee morale
- Maintain grooming and service standards
- Attend meetings and conduct departmental briefings
- Interact professionally with guests, staff and community
- Perform varied duties adapting efficiently
- Maintain a clean and safe work environment
- Perform all other duties as required
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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