Service Manager (Group & Specialty Services)

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

Service Manager (Group & Specialty Services)

This position requires on-site work and is not available for remote employment.

Grow with us.

For more than 260 years, Baccarat craftsmanship has delighted customers and set the standard of perfection and exquisite innovation. We pledge to continue that tradition as a global leader in luxury hospitality by committing ourselves to becoming artisans of service.

The otherworldly interiors within Baccarat Hotel New York were both imagined and realized by Gilles & Boissier. the acclaimed Paris-based design duo lavished their attention on its soaring salons and 114 rooms and suites, each accented with Baccarat crystal and the fiery crimson shade of Baccarat red.

The hotel is managed by Starwood Hotels, and life at Starwood is based on a simple idea: we believe that life is beautiful and we want to keep it that way. That means hiring leaders for our Sales teams who have shown themselves to be the very best in their fields, who can lead by example and leave our clients feeling engaged and inspired.

The Role

The Service Manager, Group & Specialty Services is an experienced hospitality professional with versatile skills and a strong operational mindset, focused on servicing luxury rooms-only groups and high-end transient reservations across specialty segments including Entertainment, Sports, Diplomatic, VIP, and other high-touch stays. This role is heavily focused on planning, coordination, communication, and flawless execution. The ideal candidate is highly organized, detail-oriented, calm under pressure, and passionate about creating seamless experiences for guests, clients, talent representatives, travel advisors, and internal teams.

About you

• Passionate about hospitality with a minimum of 3 years of similar experience in a luxury 5-star hotel environment, preferably within sales, front office or guest experience areas.
• An expert in guest services and operational coordination with strong attention to detail and a proven track record in client and team member engagement.
• Excellent organizational and communication skills with the ability to manage multiple priorities simultaneously.
• Excels at communication, both verbal and written.
• Flexible and willing to work a flexible schedule including days, evenings, weekends and holidays.
• Knowledge of Property Management Systems (Infor HMS or Opera) and Delphi.
• A post-secondary diploma or degree would be a plus.

Responsibilities

• Prepare detailed resumes for groups, VIP stays, entertainment talent, specialty reservations, and ultra-high-touch transient guests prior to arrival and review operational details in multi-departmental meetings.
• Coordinate all operational aspects of assigned groups and specialty reservations including but not limited to food and beverage coordination, guest preferences, room type allocation, rooming lists, amenities, arrival and departure logistics, billing instructions, authorized signatures, room deliveries, privacy requirements, luggage handling, transportation coordination, security considerations, and expected outlet usage.
• Serve as a primary operational contact for clients, travel advisors, management teams, personal assistants, publicists, and internal departments throughout the planning and stay process.
• Ensure all guest experiences are executed flawlessly through detailed planning, strong communication, and close coordination with Front Office, Housekeeping, Food & Beverage, Security, Engineering, and other hotel teams.
• Assist with operational servicing related to entertainment, sports, diplomatic, and other specialty market reservations.
• Coordinate pre-arrival communication and operational planning to ensure all special requests and preferences are clearly communicated and properly executed.
• Support group billing and reservation coordination in partnership with accounting, reservations, and operational departments.
• Maintain detailed records and documentation related to guest preferences, operational notes, and special arrangements.
• Participate in all regular operational meetings as required.
• Salary Range $85,000 - $88,000

About us

At Starwood Hotels, our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities and perks that drive your passion for nature such as:

• Health & Wellness- Competitive Medical, Dental & Vision, and EAP program
• Retirement Planning
• Paid Personal Days
• Career Advancement: Were growing rapidly and with growth comes advancement opportunities (around the globe)!
• Starwood University - Offers eligible team members a chance to grow and flourish from obtaining professional development and courses/certifications through our exclusive online learning educational platform.
• Team Member Recognition program - Earn rewards and pay it forward, while doing all the good you can!

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

$85,000 - $88,000

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.