Guest Relations Associate

Nestled in one of New York City's most coveted neighborhoods, The Mark Hotel is an iconic destination where timeless elegance meets contemporary luxury. Masterfully reimagined by legendary designer Jacques Grange, and home to world-class experiences such as The Mark Restaurant by Jean-Georges, the Frédéric Fekkai Salon, and the largest hotel penthouse in the United States, The Mark sets the standard for five-star hospitality with grace, glamour, and genuine warmth.

We are currently seeking a Guest Relations Associate to join our passionate and dedicated team. In this role, you'll be the face and voice of The Mark-offering personalized service and thoughtful gestures that create unforgettable stays for our discerning guests.
Your Role:

As a Guest Relations Associate, you will be the cornerstone of the guest experience-from pre-arrival touches to fond farewells. This is an opportunity to connect with guests on a meaningful level and make a lasting impression through intuitive service and meticulous attention to detail.
Key Responsibilities:

• Serve as the primary point of contact throughout the guest journey: pre-arrival, arrival, in-house, and post-departure
• Conduct pre-arrival calls and craft personalized itineraries based on each guest's preferences and reason for travel
• Coordinate amenities and bespoke in-room experiences to elevate each stay
• Respond to guest inquiries and requests with warmth, efficiency, and discretion
• Ensure all reservations and guest profiles are accurately maintained, up-to-date, and contain relevant information for seamless future reference and guest service excellence
• Liaise seamlessly with all hotel departments to ensure flawless communication and execution
• Handle a high volume of phone and email correspondence with poise and professionalism
• Send personalized pre-arrival emails and provide wellness calls to in-house guests
• Assist with service recovery, always striving to exceed expectations and turn challenges into opportunities
• Promote the hotel's offerings, services, and curated experiences with enthusiasm
• Take initiative to greet and welcome VIP guests upon arrival, and follow up throughout their stay
• Write welcome cards, deliver flowers and special guest requests to VIP rooms and suites

What We're Looking For:

• A genuine passion for hospitality and creating memorable guest experiences
• At least 1 year of prior experience in a guest-facing role, ideally within a luxury hotel or high-end service environment
• Strong communication skills, both written and verbal
• Proactive, organized, and able to multitask in a fast-paced setting
• A natural problem-solver with an eye for detail and a heart for service
• Flexible availability, including weekends, holidays, and evening shifts
• Proficiency in Microsoft Office (Word, Excel); familiarity with Opera or Cloud PMS systems a plus
• Bachelor's Degree preferred