Guest Experience Manager

shhotelsandresorts; New York (NY); On-site; USD 75,000 - 85,000; Full time

Job summary

Starwood Hotels in New York seeks a service-minded Guest Experience Manager to lead our guest-centric team and elevate the standard of hospitality across the property.

You will engage guests before arrival, coordinate with all departments for flawless execution, and personalize experiences. A minimum of 2 years in a similar role, excellent communication skills, and flexibility for a 24-hour operation are required; prior luxury-brand experience is preferred.

Qualifications

• Minimum of 2 years in a similar role.
• Excellent communication skills (verbal and written).
• Flexible and willing to meet the demands of a 24-hour operation.
• Prior experience in a quality luxury hotel brand.

Responsibilities

• Lead and inspire guest-centric service team across the hotel.
• Engage guests prior to arrival and coordinate with departments for flawless execution.
• Personalize guest experiences to exceed expectations.
• Communicate vital guest information to applicable departments.
• Coordinate pre-arrival requests and amenities to ensure room readiness.
• Greet guests on arrival and ensure seamless guest experience.
• Review guest feedback and drive improvements.

Skills

Communication skills

Guest service

24-hour operation flexibility

Luxury brand experience

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 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.

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 ensure flawless execution.

• Serve as hotel ambassador for Redwood (VIP), long stay, special attention and celebrity guests.
• Contact guests prior to arrival to determine needs, preferences and opportunities to personalize the guest's stay.
• Communicate vital guest information to applicable operational departments.
• Coordinate pre-arrival requests and amenities for incoming guests, ensuring all requests are prepared and the room is ready prior to arrival.
• Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.
• Review guest comments, guest satisfaction results and other data to identify areas for improvement. Oversee management of guest feedback and post stay communication, responding to and handling guest opportunities and challenges.
• Customize opportunities and experiences for guests above and beyond operational standards.

The salary range for this position is $75,000-$85,000.

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.

$75,000-$85,000

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.