Rolex Fifth Avenue Flagship Experience and Hospitality Manager

Bucherer USA•New York, NY

19h•Onsite

About The Position

The Experience & Hospitality Manager is responsible for leading all aspects of luxury hospitality within the Global Flagship, with a focus on delivering high-touch, memorable interactions that reinforce brand excellence. This role oversees the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless execution of appointments, in-store experiences, and event support. The Manager serves as a key operational and cultural leader within the hospitality team, aligning daily activities with company values, brand standards, and luxury service expectations. As a visible, hands-on leader, the Experience & Hospitality Manager coaches and develops the Hosts and external staff to achieve excellence in client interactions, traffic flow management, and operational efficiency. Thriving in a fast-paced luxury environment, the Manager is highly collaborative, structured, and results-driven, capable of analyzing operational metrics, client traffic, and engagement trends, and translating insights into actionable strategies that enhance client satisfaction and overall experiential impact.

Requirements

Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations
Proven ability to lead and develop frontline teams, such as Hosts and external hospitality staff, fostering a culture of service excellence
Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service
Solid understanding of luxury client expectations and high-touch service standards
Experience supporting appointments, in-store events, and client activations with attention to detail and operational accuracy
Familiarity with client management systems, appointment booking platforms (e.g., Waitwhile), and basic operational reporting
Ability to analyze operational metrics and client traffic to support workflow improvements and service efficiency
Collaborative and effective at working with cross-functional teams and store leadership to deliver seamless experiences
Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
Capable of maintaining professionalism and service excellence under pressure, with a focus on continuous improvement and hands-on execution

Responsibilities

Lead the execution of luxury hospitality programs, high-touch client experiences, and in-store or external client activation events
Partner closely with the Experience & Hospitality Director to support initiatives that elevate brand positioning and drive business objectives
Manage the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless service delivery, adherence to brand standards, and operational excellence
Identify opportunities to enhance experiential offerings, including VIC events, client activations, and bespoke gifting initiatives, ensuring alignment with commercial goals
Oversee the planning and execution of hospitality experiences, ensuring a strong impact on client engagement, operational flow, and in-store performance
Track operational KPIs, guest insights, and traffic trends to inform decisions and optimize workflows
Manage appointment preparation and execution in close collaboration with the Retail Director and GM/VP, ensuring a curated and efficient client experience
Oversee the appointment booking and crowd management system (Waitwhile), ensuring accurate usage, smooth traffic flow, and alignment with client service standards
Collaborate with HQ teams, store leadership, and external partners to deliver seamless hospitality programs consistent with brand standards
Coordinate internal and external resources to support high-quality client experiences, including accommodations, dining, and curated events
Champion exceptional, personalized client service across all touchpoints
Lead the Hosts team in traffic control, appointment support, and welcoming ceremonies, ensuring a refined first impression and smooth client flow
Provide on-site leadership during events and day-to-day hospitality operations to ensure flawless execution
Coach and develop Hosts and external staff to maintain high standards of professionalism, attentiveness, and service excellence
Recruit, train, and develop the Experience & Hospitality team to ensure proper staffing and performance readiness
Implement ongoing training programs and development initiatives for team members
Monitor staff performance, provide feedback, and drive results through coaching and mentoring
Address HR matters in partnership with the HR team, ensuring adherence to payroll, grooming, and brand image standards