Guest Experience Manager

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

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

The Carlyle, A Rosewood Hotel is looking for a Guest Experience Manager.

The Guest Experience Manager responsible for coordinating the various activities associated with the preparation and welcoming of guests in order to provide a product and level of service which is consistent and of outstanding value in terms of quality and satisfaction. Assume a pivotal role in all logistical operations which focus on exceeding guest expectations. Possess a positive demeanor, an in-depth knowledge of all facets of the operation along with a strong sense of attention to detail.

Responsibilities

• Must be able to manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.
• Ability to personally welcome all arrivals, initiating contact prior to their stay and coordinate a bespoke experience.
• Exhibit professionalism and good business judgement when resolving all customers’ inquiries and concerns.
• Oversees the satisfaction of all guest requests and the resolution of all complaints received by any hotel associate or by the guests.
• Understand the impact of the department’s operations and the overall property financial goals and objectives and manages to achieve or exceed goals.

Qualifications

• Bachelor Degree in Hospitality Management or equivalent
• Two years’ experience in a supervisory position at an ultra-luxury hotel, preferably in a union environment
• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application
• Strong command of both spoken and written English with fluency in other languages preferred
• Excellent interpersonal relationship with positive demeanor and ability to work cohesively as part of a team

About The Carlyle, A Rosewood Hotel

Built in 1930, The Carlyle, A Rosewood Hotel is a New York City luxury hotel that exudes charm and elegance. For generations, it has been the “home away from home” for world leaders, celebrities and sophisticated travelers. Guests discover remarkable privacy, luxury and impeccable service from this award‑winning property. The Carlyle has consistently been recognized as one of the top hotels to stay by the world’s leading publications, travel magazines and consumer organizations.

Rosewood Hotel Group, one of the world’s fastest growing hotel companies, encompasses three brands. These include ultra‑luxury Rosewood Hotels & Resorts® in North America, Caribbean/Atlantic, Europe and the Middle East; deluxe New World Hotels & Resorts in China and Southeast Asia; and neighborhood lifestyle pentahotels in Europe and Asia. Its combined portfolio consists of 64 hotels in 23 countries.

The group’s foundation is its commitment to “Relationship Hospitality” – a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which its hotels operate. By doing so, Rosewood Hotel Group strives to become the industry leader in delivering the true meaning of hospitality.

• Medical, dental, vision and retirement benefits
• Paid holidays

We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities

Salary Range $79,000 - $84,000 annually based on experience