Experience Manager

Fouquet's New York; New York (NY); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health Insurance

Dental

Vision

Life Insurance

401k and more

Job summary

Fouquet's New York is seeking an Experience Manager to oversee the VIP guest journey from pre-arrival planning through post-stay follow-up. You will coordinate with Housekeeping, Front Office, Concierge, F&B, Engineering, Security, and other departments to ensure every arrangement is confirmed and ready before arrival.

You will personally welcome VIP guests, anticipate needs, resolve issues promptly, and collaborate with the Membership & Quality Manager to deliver personalized experiences that

Qualifications

• Previous experience in luxury hotel operations, VIP services, guest relations, or a comparable guest-facing management role.
• A genuine passion for luxury hospitality and creating highly personalized guest experiences.
• Exceptional interpersonal and communication skills, with the confidence to interact professionally with VIPs and discerning clientele.
• Strong anticipation, problem-solving, and service-recovery skills.
• Outstanding organizational abilities and meticulous attention to detail.
• The ability to coordinate multiple departments and priorities in a fast-paced luxury hotel environment.
• Professional discretion and sound judgment when handling confidential guest information.
• Familiarity with hotel property management systems and guest relationship management tools.

Responsibilities

• Review upcoming arrivals, guest history, preferences, and relevant information to identify VIP guests and opportunities for personalized service.
• Develop tailored arrival plans, including amenities, welcome cards, room arrangements, special requests, and individualized experiences.
• Coordinate with Housekeeping, Front Office, Concierge, Food & Beverage, Engineering, Security, and other relevant departments to ensure all arrangements are confirmed and ready before arrival.
• Anticipate guest needs and communicate preferences clearly to the appropriate teams.
• Personally welcome VIP guests and establish a genuine connection throughout their stay.
• Maintain appropriate contact with guests to anticipate needs and ensure a seamless experience.
• Monitor the execution of personalized arrangements and address any gaps promptly.
• Collaborate with the Membership & Quality Manager to ensure that members staying at the hotel receive their appropriate benefits.

Skills

VIP services

Guest relations

Luxury hospitality

Interpersonal skills

Problem-solving

Organization

Multidepartment coordination

Discretion

Job description

Hotel Barrière Fouquet’s New York | New York, NY

Create extraordinary stays. Anticipate every detail. Make every guest feel exceptional.

At Hotel Barrière Fouquet’s New York, exceptional hospitality is about more than meeting expectations. It is about anticipating needs, understanding individual preferences, and creating personalized experiences that guests remember long after their stay.

Experience Manager

To oversee the experience of our VIP guests, from pre-arrival planning through departure and post-stay follow-up.

This individual will work closely with operational departments to ensure every detail is thoughtfully coordinated and every VIP guest receives the personalized attention synonymous with Fouquet’s New York.

As our Experience Manager, you will take ownership of the VIP guest journey, anticipating preferences, coordinating personalized arrangements, engaging directly with guests, and ensuring that expectations are consistently met and exceeded.

You will serve as a key liaison between our guests and hotel operations, helping transform individual preferences into seamless, memorable experiences.

WHAT WE ARE LOOKING FOR

• Previous experience in luxury hotel operations, VIP services, guest relations, or a comparable guest-facing management role.
• A genuine passion for luxury hospitality and creating highly personalized guest experiences.
• Exceptional interpersonal and communication skills, with the confidence to interact professionally with VIPs and discerning clientele.
• Strong anticipation, problem-solving, and service-recovery skills.
• Outstanding organizational abilities and meticulous attention to detail.
• The ability to coordinate multiple departments and priorities in a fast-paced luxury hotel environment.
• Professional discretion and sound judgment when handling confidential guest information.
• Familiarity with hotel property management systems and guest relationship management tools. A flexible, hands-on approach and the ability to support operational teams when required.

Pre-Arrival Planning & Personalization

• Review upcoming arrivals, guest history, preferences, and relevant information to identify VIP guests and opportunities for personalized service.
• Develop tailored arrival plans, including amenities, welcome cards, room arrangements, special requests, and individualized experiences.
• Coordinate with Housekeeping, Front Office, Concierge, Food & Beverage, Engineering, Security, and other relevant departments to ensure all arrangements are confirmed and ready before arrival.
• Anticipate guest needs and communicate preferences clearly to the appropriate teams.

VIP Guest Engagement

• Personally welcome VIP guests and establish a genuine connection throughout their stay.
• Maintain appropriate contact with guests to anticipate needs and ensure a seamless experience.
• Monitor the execution of personalized arrangements and address any gaps promptly.
• Collaborate with the Membership & Quality Manager to ensure that members staying at the hotel receive their appropriate benefits and a consistent, personalized experience.

Guest Satisfaction & Service Recovery

• Take ownership of VIP guest concerns, coordinating timely and effective resolutions with the appropriate departments.
• Follow up personally with guests to ensure concerns have been addressed to their satisfaction.
• Identify recurring guest concerns and communicate opportunities for improvement to the Director of Rooms and relevant department heads.
• Maintain accurate guest profiles, including preferences, special arrangements, relevant service history, and resolutions to previous concerns.

Operational Collaboration

• Work closely with department heads to ensure the hotel is fully prepared for VIP arrivals and special occasions.
• Support Front Office operations as needed, including check-ins, check-outs, and occasional Manager on Duty responsibilities.
• Maintain clear communication between departments to ensure consistency throughout the guest journey.Perform additional duties as assigned by the Director of Rooms or General Manager.

Salary $75,000 - $90,000 Great Team, Great Location, Paid Time Off (PTO), Health Insurance, Dental, Vision, Life Insurance and 401k and more!