Guest Experience Manager - Aman New York

Aman • New York, NY

3d • Hybrid

About The Position

The 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 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. This position has an annual compensation rate of $86,000.

Requirements

• Previous experience in a Front Office or Housekeeping position, preferably in a luxury environment.
• Excellent communication skills, both written and verbal in English.
• Excellent people skills with the ability to work under pressure and with various stakeholders.
• Ability to work flexible hours, day, evening or overnight and extended hours as needed including weekends and holidays.
• Ability to work in a hybrid role – in operations on the floor and in an office environment.
• Ability to stand for extended periods of time, lift, push, items, equipment, and packages of up to 25lbs.
• Ability to demonstrate a commitment to guest service.
• Must possess a collaborative, energetic, engaging, genuine, inclusive, innovative and positive personality.

Nice To Haves

• Graduate of Hotel School or College Degree is a plus.
• multi-lingual is a plus.

Responsibilities

• Serve as the point of contact 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.
• Handle all guest requests in a professional and prompt manner, coordinate with other departments as needed.
• 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.
• Direct the delivery of amenities, luggage, etc seamlessly and follow up as needed.
• Handle guest complaints and exercise good judgment to ensure proper resolution and guest satisfaction.
• Conduct daily guest room checks and discreetly refresh amenities or setup, ensuring alignment with Aman’s Brand Promises.
• Meet and greet guests upon arrival and departure as well as during their stay.
• Perform other related duties as assigned.

Benefits

• Competitive benefits
• Exciting international career opportunities in a company that is expanding rapidly.
• Support your career journey, making you feel valued, included and at home.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree