Guest Experience Manager

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Manhattan at Times Square is a convenient hotel with best Times Square location directly on Seventh Avenue in the heart of Midtown.  This comfortable hotel is walking distance to the best Manhattan has to offer and is only steps from Broadway theaters, Times Square, Central Park, Rockefeller Center, Radio City Music Hall and much more.  The Manhattan at Times Square has 659 oversized guestrooms. For guests seeking an upgraded experience, the hotel has unveiled their Executive Class accommodations; located on the 18th floor, these brand-new guestrooms feature ultra-modern amenities, plush bedding and marble baths.  

The Guest Experience Manager (GEM) is responsible for creating a warm, welcoming, and memorable experience for all guests at Crowne Plaza Times Square. Serving as a highly visible presence in the hotel lobby, the GEM's primary responsibility is to proactively greet and engage guests upon arrival, ensuring they feel genuinely welcomed, valued, and acknowledged throughout their stay.

The GEM is expected to deliver exceptional hospitality by anticipating guest needs, providing personalized assistance, answering questions, and offering information about hotel amenities, services, and local attractions. This position plays a key role in creating positive first impressions, enhancing overall guest satisfaction, and fostering lasting relationships with guests.

The GEM will maintain an active presence in the lobby, particularly during peak arrival and departure periods, assisting with guest flow, directing guests to appropriate service areas, and supporting the Front Office team as needed. Responsibilities also include addressing guest concerns promptly and professionally, assisting with general reservation or folio inquiries, recognizing VIPs and returning guests, and ensuring all guest interactions reflect Crowne Plaza's commitment to exceptional service.

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  Maintain a professional, friendly, attentive, and courteous demeanor toward all guests, visitors, and fellow employees at all times.

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  Maintain a highly visible and approachable presence in the hotel lobby, proactively greeting arriving and departing guests and creating a warm, welcoming atmosphere.

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  Personally welcome guests upon arrival, offer assistance with directions, luggage coordination, transportation, and general hotel inquiries, and ensure a positive first impression.

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  Engage with guests throughout the lobby and public areas, initiating conversations, identifying opportunities to enhance their stay, and anticipating their needs.

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  Provide personalized attention to VIP guests, IHG One Rewards members, repeat guests, and special occasion arrivals to ensure a memorable experience.

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  Assist guests with questions regarding hotel amenities, dining options, local attractions, transportation, Broadway shows, and other New York City experiences.

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  Maintain a thorough knowledge of Crowne Plaza Times Square's facilities, services, operating hours, and surrounding attractions to provide accurate recommendations and assistance.

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  Proactively identify and resolve guest concerns before they escalate, demonstrating empathy, professionalism, and a commitment to service excellence.

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  Respond promptly and professionally to guest requests, complaints, and service-related issues, ensuring appropriate follow-up and satisfactory resolution.

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  Collaborate closely with the Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments to ensure seamless guest service.

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  Assist the Front Office team during peak arrival and departure periods by directing guests, managing lobby flow, answering general inquiries, and helping minimize guest wait times.

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  Monitor lobby activity and guest traffic to ensure an organized, welcoming, and efficient environment, particularly during high-volume check-in and check-out periods.

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  Ensure the lobby and surrounding public areas are clean, organized, presentable, and maintained in accordance with Crowne Plaza and IHG brand standards.

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  Review guest feedback, service recovery opportunities, Front Office communication logs, and guest request reports to identify concerns requiring attention or follow-up.

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  Monitor guest satisfaction feedback through available hotel platforms, including IHG guest satisfaction surveys, and assist in identifying opportunities for service improvement.

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  Coordinate with the Front Office team regarding VIP arrivals, special requests, group arrivals, and guests requiring additional assistance.

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  Assist in coordinating special guest amenities, celebrations, and personalized experiences for birthdays, anniversaries, and other special occasions.

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  Promote hotel services, amenities, dining outlets, and available experiences to enhance guest satisfaction and support hotel revenue opportunities.

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  Assist with guest inquiries regarding reservations, room assignments, billing, and folio questions, referring matters to the appropriate Front Office personnel when necessary.

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  Maintain effective communication with hotel leadership regarding guest concerns, service challenges, and opportunities to improve the overall guest experience.

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  Support the implementation and consistent delivery of Crowne Plaza and IHG service standards, ensuring that guests receive attentive, professional, and personalized service.

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  Participate in guest experience initiatives, service improvement programs, and employee engagement activities designed to enhance overall guest satisfaction.

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  Assist with room inspections and special arrival preparations when necessary to ensure guest accommodations meet established standards.

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  Maintain knowledge of hotel emergency procedures, safety protocols, and security guidelines, and assist guests appropriately during emergency situations.

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  Participate in the Manager on Duty (M.O.D.) program as scheduled, responding to operational concerns and guest service issues as needed.

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  Demonstrate professionalism, discretion, and sound judgment when handling sensitive guest information, complaints, or challenging situations.

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  Perform additional guest service and operational responsibilities as assigned by hotel management.

The Guest Experience Manager serves as a key ambassador of Crowne Plaza Times Square, with a primary emphasis on lobby presence, proactive guest engagement, personalized service, guest satisfaction, and service recovery. The position is designed to ensure that guests feel genuinely welcomed, recognized, and supported from the moment they enter the hotel until their departure.

Education & Experience: 

• High school diploma or equivalent and/or experience in a hotel or a related field preferred

Physical requirements:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

General requirements:

• Must be able to effectively communicate, both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Attend all hotel required meetings and trainings.
• Maintain a friendly and warm demeanor at all times.

10/21/2026