Guest Relations Manager - InterContinental New York Barclay

JOB OVERVIEW:

As Guest Relations Manager, you will be at the forefront of delivering exceptional and memorable moments for our guests, with a focus on VIP, IHG One Rewards Elite, and high-profile clientele. Your role is vital in creating a culture of intuitive hospitality that distinguishes our hotel as one of Manhattan’s premier luxury destinations.

DUTIES AND RESPONSIBILITIES:

• Champion a guest-first culture throughout the hotel, ensuring that every touchpoint reflects our brand’s legacy of sophisticated service.
• Personally engage with guests before, during, and after their stay to understand preferences and tailor experiences accordingly.
• Oversee the daily operations of the Guest Experience Center, ensuring prompt, polished, and professional communication.
• Collaborate cross-functionally with Concierge, Housekeeping, Food & Beverage, and Sales to deliver seamless, high-touch guest service.
• Coordinate and inspect VIP room assignments, amenities, welcome notes, and pre-arrival preferences.
• Lead guest recovery efforts with empathy and accountability, resolving any issues promptly and effectively.
• Analyze guest feedback, satisfaction scores, and online reviews to identify trends and areas for enhancement.
• Coach and develop Guest Experience team members, instilling IHG’s True Hospitality values and service standards.
• Monitor expenses and staffing levels to align with departmental budgets and operational goals.
• Serve as Manager on Duty and represent the hotel in key moments such as peak check-in times, special events, or during high-profile stays.

ACCOUNTABILITY:

This role is the senior-most position responsible for guest experience in a luxury, full-service hotel with extensive amenities and a high volume of VIP and special guests. The Guest Relations Manager typically supervises a team of Guest Relations professionals and is a key member of the hotel’s leadership team.

QUALIFICATIONS AND REQUIREMENTS

Some college and three years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Bachelor’s degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred. 

This job requires ability to perform the following:

• Frequently standing up or moving within and outside of the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?