VIP Guest Experience Manager

Crescent Hotels & Resorts; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive Salary & Bonus

Health, dental, vision insurance

Paid time off & holidays

Hotel stay discounts

Career growth opportunities

Job summary

NH Collection New York Madison Avenue & Crescent Hotels & Resorts is seeking a passionate Guest Experience Manager to lead our guest relations strategy and elevate the stay experience at the property. You will champion guest satisfaction across all touchpoints, from pre-arrival to post-departure, and coach the front desk and bell staff to deliver personalized service.

This role requires 3+ years of leadership in luxury hospitality, a hospitality-related degree, and the ability to manage VIP

Qualifications

• Experience with 3+ years of progressive leadership in hotel front office, guest relations, or luxury hospitality operations.
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred (or equivalent practical experience).
• Exceptional verbal and written communication skills, with ability to remain calm under pressure and exercise sound judgment in high-stress situations.
• Experience with PMS such as SAP, as well as Microsoft Office and reputation management platforms.
• Willingness to work a flexible schedule, including weekends, evenings, and holidays.

Responsibilities

• Oversee the end-to-end guest journey, VIP management, and personalized experiences for guests.
• Resolve guest complaints or service issues promptly and turn negative experiences into loyalty.
• Supervise, train, and mentor guest services staff to uphold brand standards.
• Monitor guest satisfaction scores and feedback to identify trends and improvements.
• Collaborate with Housekeeping, F&B, Engineering, and Sales for seamless execution of requests and events.
• Maintain a visible lobby presence during peak check-in/out and events.
• Develop, update, and enforce guest service SOPs and brand standards.

Skills

Leadership

Communication

Customer service

Flexibility

Education

Bachelor's degree

Tools

SAP

Microsoft Office

Reputation management

Job description

NH Collection New York Madison Avenue & Crescent Hotels & Resorts is seeking a passionate Guest Experience Manager to lead our guest relations strategy and elevate the stay experience at the property. You will champion guest satisfaction across all touchpoints, from pre-arrival to post-departure, and coach the front desk and bell staff to deliver personalized service.

This role requires 3+ years of leadership in luxury hospitality, a hospitality-related degree, and the ability to manage VIP