Luxury Guest Experience & Operations Leader

1 Hotel Central Park, L.L.C.; New York (NY); On-site; USD 60,000 - 81,000; Full time

Job summary

Starwood Hotels in New York seeks an Executive & Guest Experience Manager to lead a great-natured service team and maximize guest engagement. You will collaborate across departments, lead by example, and support the General Manager to achieve property goals.

The role emphasizes guest-centric experiences, high service standards, and coordination with multiple operational teams to ensure exceptional hospitality in a 24-hour luxury environment.

Qualifications

• Passionate about hotel operations and guest service.
• Minimum of 2 years of similar work experience.
• Excellent verbal and written communication skills.

Responsibilities

• Guest Feedback Management: Monitor and respond to guest reviews and feedback on public platforms. Ensure timely and professional responses to both positive and negative reviews, addressing concerns or thanking guests for feedback.
• Administrative Support: Provide administrative assistance to the General Manager, including managing calendars, scheduling meetings, and handling correspondence.
• Communication Liaison: Act as the primary point of contact between the General Manager and internal staff, external partners, and stakeholders. Handle incoming calls, emails, and inquiries, ensuring a smooth flow of communication.
• Event Coordination: Assist in organizing hotel events, conferences, and special functions by coordinating logistics, schedules, and staff.
• Budget and Financial Assistance: Help prepare invoices, track expenses, and ensure the timely processing of financial documents.
• Operational Support: Assist with day-to-day hotel operations by handling administrative tasks, special projects, and urgent requests. Monitor KPIs and prepare reports for management review.
• Confidentiality and Discretion: Handle confidential and sensitive information with professionalism and discretion.
• Staff Coordination: Support in internal communications, and coordination with different hotel departments. Assist in handling staff requests, payroll documentation, and other HR-related tasks as needed.

Skills

Communication

Guest service

Job description

Starwood Hotels in New York seeks an Executive & Guest Experience Manager to lead a great-natured service team and maximize guest engagement. You will collaborate across departments, lead by example, and support the General Manager to achieve property goals.

The role emphasizes guest-centric experiences, high service standards, and coordination with multiple operational teams to ensure exceptional hospitality in a 24-hour luxury environment.