Executive & Guest Experience Manager

Starwood Hotels; New York (NY); On-site; USD 63,000 - 77,000; Full time

Job summary

Starwood Hotels in New York seeks an Executive & Guest Experience Manager to lead and inspire a guest-centric service team. You’ll be constantly interacting with guests and teaching others to excel in service, aligning with our luxury standards.

This role partners with operational departments to maximize guest engagement, support the General Manager, and manage events, budgets, and daily hotel operations. Strong communication and discretion are essential.

Qualifications

• Minimum 2 years in a similar role.
• Strong verbal and written communication skills.
• Willingness to meet the demands of a 24-hour operation.
• Experience in a luxury hotel brand.

Responsibilities

• Oversee guest feedback management and respond promptly.
• Provide administrative support to the General Manager.
• Act as liaison between GM, staff and external partners.
• Coordinate hotel events, schedules and staff.
• Assist with budgeting, invoicing and financial documents.
• Support day-to-day operations and KPI reporting.
• Maintain confidentiality and discretion in sensitive matters.
• Coordinate internal communications and staff requests.

Skills

Guest service

Communication

Flexibility

Job description

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.

As a luxury lifestyle hotel brand inspired by nature, we cultivate the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. We are inspired by a simple idea: those that travel the world also care about it. Our hotel upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference.

We have an opportunity for a service-minded Executive & Guest Experience Manager to lead and inspire our great-natured service team. It’s a role in which you’ll be constantly interacting with guests, whether you’re welcoming them from across an ocean or just around the corner. And you’ll be teaching others to do the same, so leading by example is everything in this role.

This role requires you to work with all operational departments to maximize guest engagement and seek out opportunities for guest-centric experiences throughout the hotel, and partner with operational departments to support the General Manager in achieving the hotel’s goals.

Guest Feedback Management

• Monitor and respond to guest reviews and feedback on public platforms (e.g., TripAdvisor, Google, Booking.com).
• Ensure timely and professional responses to both positive and negative reviews, addressing concerns or thanking guests for feedback.
• Communicate guest feedback to the General Manager and relevant department heads for follow-up or improvement.

Administrative Support

• Provide administrative assistance to the General Manager, including managing calendars, scheduling meetings, and handling correspondence.
• Prepare reports, presentations, and documents for meetings or events.

Communication Liaison

• Act as the primary point of contact between the General Manager and internal staff, external partners, and stakeholders.
• Handle incoming calls, emails, and inquiries, ensuring a smooth flow of communication.
• Assist in drafting and reviewing internal memos and external communications.

Event Coordination

• Assist in organizing hotel events, conferences, and special functions by coordinating logistics, schedules, and staff.

Budget And Financial Assistance

• Help prepare invoices, track expenses, and ensure the timely processing of financial documents.

Operational Support

• Assist with day-to-day hotel operations by handling administrative tasks, special projects, and urgent requests.
• Monitor key performance indicators (KPIs) and prepare reports for management review.
• Order and manage necessary supplies for office, guest amenities, and hotel events, ensuring timely delivery.

Confidentiality And Discretion

• Handle confidential and sensitive information with professionalism and discretion.
• Ensure the privacy of high-level discussions and sensitive hotel matters.

Staff Coordination

• Support in internal communications, and coordination with different hotel departments.
• Assist in handling staff requests, payroll documentation, and other HR-related tasks as needed.

About You

Passionate about hotel operations and guest service with a minimum of 2 years of similar work experience.

Excels at communication, both verbal and written.

Is flexible and willing to meet the demands of a 24-hour operation.

Prior experience in a quality luxury hotel brand.

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.

$70,000

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.