Guest Service Coordinator

Description

MML HOSPITALITY

Guest Service Coordinator

Nine Orchard Lower East Side, New York City

About the role

Nine Orchard is a 113-room hotel in the restored 1912 bank building at the corner of Canal and Orchard on Manhattan's Lower East Side. Our guests come from every corner of the world, and they choose the Lower East Side for a reason. They notice everything.

The Guest Service Coordinator (GSC) is the day-to-day partner to the Guest Experience Manager. You'll share the workload on guest requests, recognition, and follow-up, and you'll help build the Nine Orchard Guest Experience Log: our curated, on-brand guide to the neighborhood's best restaurants, shops, wellness studios, and more.

This role is on the floor, close to guests, and hands-on. It suits someone early in their hospitality leadership path who loves the details and knows the city. Reports to the Guest Experience Manager.

What you'll do

On the floor

• Keep a strong, guest-facing presence across the hotel, rotating through each area hourly and taking time to speak with guests in person
• Own guest recognition in real time, following through on check-in flags from the Front Desk with introductions and table touches, from restaurant reservations through to guests seated in the restaurant and bar
• Support F&B and the Front Desk with table touches, collecting guest feedback on service, food, atmosphere, and overall satisfaction

Guest experience

• Partner with the Director of Guest Experience to deliver a consistent, personal experience from pre-arrival through departure
• Review each day's arrivals for VIPs, special occasions, and requests, and make sure every request is met before the guest arrives
• Write personal welcome notes for arriving guests daily
• Pre-check all VIP and special-occasion rooms so they're ready for arrival
• Meet VIPs on arrival or during their stay, arrange amenities as requested, and be their named point of contact
• Handle guest requests and concerns on the floor, and resolve service issues quickly with clear follow-through
• Look for small ways to create memorable, unexpected moments for guests
• Build genuine relationships with guests, especially VIPs and repeat guests, so they know you and your role

Guest Experience Log and local partners

• Help build and maintain the Guest Experience Log: a curated guide to on-brand restaurants, bars, shops, galleries, wellness studios, and experiences around the hotel
• Research, visit, and vet new places for brand fit, and keep entries current (hours, contacts, booking notes, guest feedback)
• Support relationships with local partners and help secure reservations, priority access, and perks for guests
• Make the log easy for front-of-house teams to use when recommending places to guests

Atmosphere

• Keep music, lighting, scent, and team energy at the Nine Orchard standard throughout the day
• Be friendly, approachable, and polished, and set the tone for the team
• Ensure a smooth handover to the next shift at the end of each day

Events and programming

• Promote Nine Orchard event programming to guests to drive attendance
• Attend and support hotel events as scheduled, including evenings and weekends

Feedback and follow-up

• Monitor guest feedback and online reviews, and draft timely, personal responses for the Director's review
• Track recurring guest issues and share patterns with the Director and department leads
• Keep guest preferences and notes up to date so every returning guest feels recognized

Team support

• Help deliver service training sessions and reinforce Nine Orchard standards with frontline teams
• Serve as a point of contact between Front Office, Housekeeping, F&B, and Engineering for guest-related handoffs
• Cover for the Director on guest matters when needed

Requirements

Who we're looking for

Required

• 1–2+ years in luxury, lifestyle, or high-end hospitality, ideally in front office, concierge, or guest relations
• Warm, polished, and discreet with high-profile and discerning guests
• Strong communicator in person and in writing
• Organized and detail-oriented, able to juggle many requests at once
• Comfortable working on the floor and on a flexible schedule, including evenings and weekends

Preferred

• New York City hotel or concierge experience
• Deep, current knowledge of downtown Manhattan's restaurants, shops, and culture
• Background with boutique, design-led, or independent hospitality brands
• Familiarity with guest feedback and review platforms

What we expect in the first 6 months

• Launch the first version of the Guest Experience Log, with vetted entries across dining, shopping, wellness, and culture
• Own a share of daily guest requests, VIP preparation, and follow-up alongside the Guest Experience Manager
• Set up a simple process for tracking guest preferences and recurring feedback
• Build working relationships with Front Office, Housekeeping, F&B, and Engineering leads

Compensation and benefits

• Base salary: $70,000–$75,000, commensurate with experience
• Unlimited PTO
• Health, dental, and vision coverage
• Supplemental coverage options (life, disability, accident, critical illness)

About MML Hospitality

MML Hospitality operates a portfolio of culturally relevant hotels and restaurants including Hotel Saint Vincent (New Orleans) and Nine Orchard (New York), along with the food and beverage operations at The Driskill and The Proper in Austin — with two new properties and membership clubs opening in 2027. We are an equal opportunity employer and consider all applicants without