Guest Experience Manager - Aman New York

Crown Staff LLC; New York (NY); Hybrid; USD 77,000 - 95,000; Full time

Benefits offered by this job

Complimentary Stays at Aman properties

Discounts at Aman New York restaurants

Wellness events throughout the year

Comprehensive health benefits

Safe Harbor 401K Plan

Job summary

Aman Group in New York seeks a Guest Experience Manager to oversee the guest journey from pre-arrival to post-departure, ensuring personalized recognition and an unparalleled stay. The role requires proactive, creative, results-driven leadership with luxury-hospitality experience and excellent English communication; multilingual skills are a plus.

Hybrid work on the floor and in the office within Aman New York.

Qualifications

• Excellent communication skills in English, verbal and written.
• Strong people skills with stakeholders and guests.
• Ability to work under pressure in a luxury environment.
• Collaborative, energetic and positive personality.

Responsibilities

• Serve as the contact throughout the guest journey from pre-arrival to post-departure.
• Review guest profiles and reservations for pre-arrival preparation.
• Curate customised itineraries based on guest purpose and preferences.
• Handle guest requests professionally and coordinate with departments.
• Inspect suites and ensure VIP prep and special requests are met.
• Coordinate amenity deliveries and luggage handling.
• Address guest complaints and resolve issues to satisfaction.
• Conduct daily room checks and refresh amenities in line with Brand Promises.
• Meet and greet guests on arrival, during stay and at departure.
• Perform other related duties as assigned.

Skills

Excellent communication

People skills

Collaborative personality

Multilingual (plus)

Education

Hotel School graduate or degree (plus)

Job description

Location Overview

Join our team in Aman New York. East meets West and old meets new. Manhattan’s iconic Crown Building is reimagined as Aman New York, where the city’s original architectural splendour and Aman’s harmonious design language collide, reimagining the inimitable tranquillity of Aman in the heart of Manhattan’s midtown. With a year-round Garden Terrace, flagship Aman Spa and spacious suites all among the largest in the city.

Role

The Guest Experience Manager provides support and services in accordance with Aman’s Core Ambitions, Purpose, Brand Pillars, Values and Competencies. Proactive, creative and results-driven, the Guest Experience Manager is responsible for all aspects of the guest journey from pre-arrival to post-departure, ensuring the utmost level of guest recognition and an unparalleled guest experience. This position has an annual compensation rate of $86,000.

Key Responsibilities

• Serve as the point of contact throughout the guest journey, from pre-arrival to post-departure.
• Review guest profiles and reservations in preparation for the pre-arrival call.
• Connect with guests to discuss upcoming visit and curate a customised itinerary based on guest’s purpose of visit and preferences.
• Handle all guest requests in a professional and prompt manner, coordinate with other departments as needed.
• Inspect all assigned suites, both occupied and vacant, and ensure general cleaning, all preparation for VIP arrivals and special requests are completed on time and according to standard.
• Direct the delivery of amenities, luggage, etc seamlessly and follow up as needed.
• Handle guest complaints and exercise good judgment to ensure proper resolution and guest satisfaction.
• Conduct daily guest room checks and discreetly refresh amenities or setup, ensuring alignment with Aman’s Brand Promises.
• Meet and greet guests upon arrival and departure as well as during their stay.
• Perform other related duties as assigned.

Job Requirements

• Previous experience in a Front Office or Housekeeping position, preferably in a luxury environment.
• Graduate of Hotel School or College Degree is a plus.
• Excellent communication skills, both written and verbal in English, multi-lingual is a plus.
• Excellent people skills with the ability to work under pressure and with various stakeholders.
• Ability to work flexible hours, day, evening or overnight and extended hours as needed including weekends and holidays.
• Ability to work in a hybrid role – in operations on the floor and in an office environment.
• Ability to stand for extended periods of time, lift, push, items, equipment, and packages of up to 25lbs.
• Ability to demonstrate a commitment to guest service.
• Must possess a collaborative, energetic, engaging, genuine, inclusive, innovative and positive personality.

Benefits

• At Aman Group, we believe that our colleagues are at the core of our success.
• We offer a competitive benefits including exciting international career opportunities in a company that is expanding rapidly.
• We prioritise and support your career journey, making you feel valued, included and at home.
• Comprehensive and generously-subsidized health benefits program
• Safe Harbor 401K Plan
• Complimentary Stays at other Aman properties
• Discounts at Aman New York restaurants and Aman Retail online store
• Wellness events throughout the year

About Aman Group

Since its inception in 1988, Aman Group has strategically evolved, transitioning from a collection of intimate resorts into a pioneering force across the realms of hospitality, residences and experiences including Aman Essentials and Aman Interiors. We believe that the environments and experiences we create can only be brought to life through our people: the heartfelt attention to detail, the welcoming smiles, and the love and passion for creating a sense of belonging. When you join Aman Group, you join a family.