Guest Experience Manager - Aman New York

Aman; New York (NY); Hybrid; USD 77,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Safe Harbor 401K Plan

Complimentary Stays at Aman properties

Discounts at Aman New York restaurants

Wellness events

Job summary

Aman New York seeks a Guest Experience Manager to spearhead the guest journey from pre-arrival to post-departure, ensuring unparalleled recognition and service in a luxury setting.

Responsibilities include reviewing profiles for pre-arrival prep, crafting bespoke itineraries, coordinating with departments, and aligning suite prep with VIP expectations. Flexibility for day/evening shifts and a collaborative, energetic hospitality mindset are essential.

Qualifications

• Experience in Front Office or Housekeeping within luxury settings.
• Excellent written and verbal English communication.
• Flexibility to work day, evening, overnight, weekends and holidays.

Responsibilities

• Serve as the guest journey point of contact from pre-arrival to post-departure.
• Review guest profiles and reservations for pre-arrival planning.
• Curate customised itineraries based on guest purpose and preferences.
• Coordinate with other departments to fulfill guest requests promptly.
• Inspect suites, prep for VIP arrivals, and ensure high standards.
• Direct delivery of amenities and luggage, follow-up as needed.
• Handle guest complaints and ensure proper resolutions.
• Conduct daily room checks and refresh amenities in line with Brand Promises.
• Meet and greet guests on arrival, during stay, and on departure.
• Perform other related duties as assigned.

Skills

Front Office Experience

Housekeeping Experience

Luxury Hospitality

English Communication

Education

Hotel School or Hospitality Degree

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