Senior Guest Experience Manager - Aman New York

Role

The Senior 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 Senior 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.

Responsibilities

• Handle a multitude of tasks in an efficient, calm and genuine manner amidst an intense, fast paced environment.
• Serve as the point of contact for assigned guests 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.
• Respond to guest inquiries and requests courteously via verbal or written communication.
• Handle day-to-day operations based on shift checklists, as needed and as directed.
• Maintain open communication with all departments to ensure collaboration and transparency.
• 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.
• Provides training and on the spot coaching for Guest Experience Managers to ensure consistency of experience for all guests.
• Finds ways to maximize team impact and develops programming/training to support.

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.
• Able to work flexible hours, day, evening or overnight as needed including weekends and holidays.
• Able to work in a hybrid role – in operations on the floor and in an office environment.
• Able to stand for extended periods of time, lift, push, items, equipment, and packages of up to 25lbs.
• Able to demonstrate a commitment to guest service.
• Must possess a collaborative, energetic, engaging, genuine, inclusive, innovative and positive personality.

Pay

This position has an annual compensation range of $90,000 - $93,000.

Schedule

Flexible schedule to accommodate the needs of the position, including shifts during the day, evenings, and overnight.

Benefits

• 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