Guest Experience Lead - Bespoke Service & Operations

The Carlyle, A Rosewood Hotel; New York (NY); On-site; USD 79,000 - 84,000; Full time

Benefits offered by this job

Medical, dental, vision and retirement

Paid holidays

Job summary

The Carlyle, A Rosewood Hotel in New York seeks a Guest Experience Manager to coordinate guest preparation and welcoming experiences, ensuring outstanding value and service quality. Responsibilities include managing daily operations, welcoming arrivals, resolving inquiries, and exceeding guest expectations, while aligning with financial goals.

Candidates should have a hospitality degree and at least two years in a supervisory role at an ultra-luxury hotel, with Opera/HotSOS/Microsoft Office

Qualifications

• Bachelor Degree in Hospitality Management or equivalent.
• Two years’ supervisory experience in an ultra-luxury hotel (union environment preferred).
• Strong knowledge of hotel operations, services, policies; proficiency in Opera/HotSOS and Microsoft Office.

Responsibilities

• Manage day-to-day operations to ensure quality and guest satisfaction.
• Welcome arrivals and coordinate bespoke experiences.
• Resolve guest inquiries and complaints with professionalism and good judgment.
• Oversee guest requests and ensure timely resolutions of complaints.
• Understand department impact on property financial goals and strive to exceed them.

Skills

English proficiency

Interpersonal skills

Teamwork

Positive demeanor

Education

Bachelor Degree in Hospitality Management

Tools

Opera

HotSOS

Microsoft Office

Job description

The Carlyle, A Rosewood Hotel in New York seeks a Guest Experience Manager to coordinate guest preparation and welcoming experiences, ensuring outstanding value and service quality. Responsibilities include managing daily operations, welcoming arrivals, resolving inquiries, and exceeding guest expectations, while aligning with financial goals.

Candidates should have a hospitality degree and at least two years in a supervisory role at an ultra-luxury hotel, with Opera/HotSOS/Microsoft Office