Luxury Guest Relations Lead - Front of House

Ralph Lauren; New York (NY); On-site; USD 62,000 - 80,500; Full time

Job summary

Ralph Lauren Corporation in New York seeks an Assistant Manager, Guest Relations to lead the front-of-house team and own the guest journey from arrival to departure, ensuring a polished, warm, and brand-aligned experience.

The role requires a refined hospitality background and deep understanding of luxury service behaviors. Responsibilities include coaching teams, managing VIP visits, scheduling, payroll reconciliation, and partnering with Brand teams on events and activations.

Qualifications

• 5+ years experience leadership experience in luxury hospitality or premium food & beverage environment.
• Highly polished communicator with exceptional emotional intelligence.
• Deep appreciation for luxury, brand storytelling and elevated service standards.
• Passionate about service rituals, storytelling, and brand immersion.

Responsibilities

• Maintain a constant, polished floor presence during peak hours to ensure premium guest experiences.
• Lead all guest-facing associates with a hospitality-first mindset and coach in real time.
• Drive hospitality training focused on presence, personalization, and luxury standards.
• Conduct quarterly reviews, performance improvement discussions, and recognition conversations.
• Oversee café environment, atmosphere, cleanliness, and table presentation to support the premium experience.
• Partner with Marketing and Brand teams to execute events from a guest-experience perspective.
• Create front-of-house schedules aligned with service expectations and payroll systems.
• Recruit, interview, and staff front-of-house positions in collaboration with the General Manager.

Skills

Hospitality leadership

Guest relations

Luxury service

Coaching & training

Staff scheduling

Job description

Ralph Lauren Corporation in New York seeks an Assistant Manager, Guest Relations to lead the front-of-house team and own the guest journey from arrival to departure, ensuring a polished, warm, and brand-aligned experience.

The role requires a refined hospitality background and deep understanding of luxury service behaviors. Responsibilities include coaching teams, managing VIP visits, scheduling, payroll reconciliation, and partnering with Brand teams on events and activations.