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About the Role
The Aman Customer Engagement Specialist (ACES) is responsible for designing and delivering a transformational and elevated experience for guests. As a primary point of contact, this role manages incoming correspondence across all hotel departments, including Food and Beverage, Spa, Front Office, Concierge, and Housekeeping, ensuring a seamless and compassionate welcome to Aman New York.
Responsibilities
- Utilize professional communication and interpersonal skills to enhance the full guest experience.
- Respond to and confirm guest booking requests promptly and accurately according to Aman standards.
- Manage guest inquiries via email, phone, and text/chat regarding bookings and services.
- Maintain comprehensive knowledge of hotel suites, amenities, facilities, and services.
- Operate technology and systems to capture and manage departmental information.
- Maintain accurate records and files for all hotel booking correspondence.
- Record guest preferences in profile maintenance systems.
- Collaborate with room operations, Spa, and F&B teams to process outlet bookings.
- Assist in preparing group rooming lists and arrival details.
- Perform additional duties as assigned by the management team.
Requirements
- Multi-tasking and time-management skills with the ability to prioritize tasks.
- Experience in sales or customer service, preferably in hospitality or travel.
- Minimum of 2-3 years of experience in hospitality or guest services.
- Excellent written and verbal communication skills.
- Detail-oriented with a strong commitment to guest service.
Skills
- Conversational and professional language
- Interpersonal skills
- Inter-departmental coordination
- Technology proficiency
- Time management
- Multi-tasking
- Written and verbal communication
Location
- Aman New York, Manhattan, New York
Experience Level
- 2-3 years of experience in hospitality or guest services
Education Level
- Graduate of Hotel School or College Degree is a plus
Salary/Compensations
- $37.38 per hour
Benefits
- Competitive benefits package
- International career opportunities
- Comprehensive and generously-subsidized health benefits program
- Safe Harbor 401K Plan
- Complimentary stays at other Aman properties
- Discounts at Aman New York restaurants
- Discounts at Aman Retail online store
- Wellness events throughout the year
About the Company
- Aman New York is located in Manhattan’s iconic Crown Building, featuring a year-round Garden Terrace, flagship Aman Spa, and spacious suites.