Guest Experience Manager

AccorHotel•New York, NY

2d•Onsite

About The Position

At Faena New York, the Guest Experience Manager serves as a key leader in delivering a transcendent guest journey—curating personalized, meaningful experiences that embody the Faena spirit of art, culture, and service excellence. This role oversees the Guest Experience Agents, Guest Experience Ambassadors, and the Butler team, ensuring that all touchpoints reflect the highest standards of hospitality. As the operational leader in the absence of the Director of Guest Experiences and Assistant Director of Guest Experiences, this role will drive day-to-day performance, coordinate service delivery across departments, and resolve challenges with confidence, discretion, and grace. This role is responsible for managing the guest-facing team, mentoring supervisors and line-level colleagues, and collaborating with other departments to enhance the overall guest experience. This full time position has annual salary of $90,000 per year.

Requirements

Minimum 3 years of front office or rooms leadership in a luxury hotel or resort.
Bachelor's degree in Hospitality or related field; or equivalent work experience.
Advanced knowledge of Opera or equivalent PMS system.
Strong conflict resolution, problem-solving, and decision-making skills.
Excellent written and verbal communication skills.
Highly organized and adaptable, with a strong sense of urgency and attention to detail.
Detail-oriented with ability to manage multiple priorities under pressure.
High emotional intelligence and luxury guest engagement capability.
Professional, polished, and guest-centric demeanor.

Nice To Haves

Prior experience with Forbes properties preferred.
Experience in a hotel pre-opening or repositioning environment is a plus.
Passion for luxury service, cultural storytelling, and creating emotional guest connections.
Flexible schedule, including availability for evenings, weekends, and holidays as needed.

Responsibilities

Lead, train, and inspire the Guest Experience teams, ensuring consistency in service delivery, guest engagement, and brand standards.
Serve as the acting leader in the absence of the Director of Guest Experiences and Assistant Director of Guest Experiences.
Resolve guest issues with discretion and efficiency, ensuring full satisfaction and proper documentation.
Maintain a visible presence in guest-facing areas—including The Cathedral and The Library—to support teams and assist guests in real time.
Ensure that guest preferences, profiles, and special requests are accurately recorded, communicated, and fulfilled.
Monitor team performance and actively coach staff on service excellence, upselling, communication, and handling complex requests.
Oversee arrival and departure coordination for VIPs, special occasions, and high-touch guests.
Maintain full knowledge of in-house guests, room types, hotel offerings, local events, and operational schedules.
Collaborate closely with Housekeeping, Food & Beverage, Concierge, Security, and Engineering to facilitate seamless service experiences.
Review and follow up on all guest feedback—verbal and written—to drive continuous improvement.
Manage daily communication logs and ensure relevant information is passed along between shifts and teams.
Handle emergency or unusual situations with professionalism and calm, serving as the point of contact during critical moments.
Support the team in executing personalized guest experiences, amenity programs, and curated guest itineraries.
Uphold security protocols, ensure guest confidentiality, and maintain a luxury environment that is safe and welcoming at all times.