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About the Role
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, in accordance with Aman’s Core Ambitions, Purpose, Brand Pillars, Values and Competencies.
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.
- Ability to work flexible hours, day, evening or overnight 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.
Skills
- 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
Location
- Aman New York
- Manhattan's iconic Crown Building
- Manhattan’s midtown
Work Type
- hybrid role
Experience Level
- Senior
Education Level
- Graduate of Hotel School or College Degree is a plus
Salary/Compensations
- $90,000 - $93,000
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
- exciting international career opportunities in a company that is expanding rapidly
About the Company
- Manhattan’s iconic Crown Building is reimagined as Aman New York, where the city’s original architectural splendour and Aman’s harmonious design language collide, reimagining the inimitable tranquillity of Aman in the heart of Manhattan’s midtown.
- With a year-round Garden Terrace, flagship Aman Spa and spacious suites all among the largest in the city.
- At Aman New York, we believe that our colleagues are at the core of our success.
- We prioritise and support your career journey, making you feel valued, included and at home.
- Since its inception in 1988, Aman Group has strategically evolved, transitioning from a collection of intimate resorts into a pioneering force across the realms of hospitality, residences and experiences including Aman Essentials and Aman Interiors.
- We invite you to join us in our pursuit of unparalleled service.
- We believe that the environments and experiences we create can only be brought to life through our people: the heartfelt attention to detail, the welcoming smiles, and the love and passion for creating a sense of belonging.
- When you join Aman Group, you join a family.