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About the Role

The Director of Guest Experience will play a key leadership role in ensuring exceptional experiences for guests, including VIPs, groups, and pets. This role shapes the "flâneur" spirit through proactive service recovery, personalized attention, and flawless front-of-house execution.

Responsibilities

• Lead and guide a diverse and inclusive team, fostering a positive and collaborative environment.
• Develop and empower a high-performing team dedicated to exceptional guest service.
• Provide comprehensive planning, organization, and direction, ensuring efficient guest service delivery and exceeding guest expectations.
• Coach, mentor, and guide team members, fostering continuous learning and development in guest service excellence.
• Oversee and ensure seamless guest arrivals, memorable stays, and flawless departures, adhering to all resort policies and procedures.
• Assist with VIP guest services, including pre-arrival room inspection, guest greetings, and anticipation of needs.
• Collaborate seamlessly across departments (F&B, Sales, Spa) to fulfill all guest requests and guarantee exceptional experiences.
• Proactively identify and resolve guest concerns, exceeding expectations through personalized attention and innovative solutions.
• Implement new policies and procedures to enhance guest satisfaction and elevate the overall resort experience.
• Lead Quality Assurance efforts, ensuring all brand and service standards are consistently met and exceeded.
• Possess exceptional communication skills, engaging effectively with guests, team members, and leadership.
• Employ strong diplomatic skills to build positive relationships and navigate diverse situations effectively.
• Demonstrate critical thinking and problem-solving abilities, finding creative solutions to operational and experiential challenges.
• Analyze guest feedback and online reputation data, taking decisive actions to improve satisfaction and brand image.
• Set and monitor key performance indicators (KPIs) for guest services and front-of-house operations.
• Measure, analyze, and report guest satisfaction, online reputation, and other performance metrics to internal stakeholders.
• Track guest feedback and utilize data to implement improvements in guest services and overall experience.
• Actively participate in community and industry events, promoting the resort and establishing positive relationships.
• Uphold the highest standards of professionalism, maintaining safe work practices and complying with all safety regulations.
• Perform other duties as assigned by management, demonstrating a proactive and dedicated work ethic.
• Uphold rigorous safety, cleanliness, security, and operational protocols for guests and staff within all guest service areas.
• Serve on the hotel’s safety committee and strictly follow OSHA and MSDS standards.
• Follow established sustainability guidelines and green hospitality practices during daily operations.

Requirements

• Minimum of four years of experience as Front Office Manager, Guest Experience Manager, or other front-of-house management positions.
• Food & Beverage (F&B) and lifestyle hotel experience preferred.
• Knowledge of PMS (Property Management Systems) preferred.
• Associate or Bachelor’s degree in Hospitality Management, Business Administration, or equivalent experience preferred.
• Exceptional communication, diplomatic, and refined interpersonal abilities with high attention to detail.
• Proven ability to manage multiple priorities, multitask, and thrive in a fast-paced, high-pressure setting.
• Work schedule varies and will include working on holidays, weekends, and alternate shifts to support 24/7 hotel operations.
• Physically active role requiring standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Skills

• Guest Experience Management
• Team Leadership
• Service Recovery
• Front-of-House Operations
• VIP Services
• Cross-Departmental Collaboration
• Problem-Solving
• Communication
• Diplomacy
• Critical Thinking
• Data Analysis
• Performance Metrics (KPIs)
• Quality Assurance
• Safety Protocols
• Sustainability Practices

Location

• New York, NY

Work Type

• Full-time
• Onsite

Experience Level

• Director
• Management

Education Level

• Associate's degree
• Bachelor's degree
• Hospitality Management
• Business Administration

Salary/Compensations

• $125,000.00/Hr.

About the Company

• The Fifth Avenue Hotel is an award-winning luxury destination located in the heart of Manhattan.
• It features 149 beautifully appointed guest rooms, offering personal service, extraordinary design, distinctive cuisine, compelling art, and immersive cultural experiences.
• The hotel aims to create something truly exceptional, inviting guests to experience it as a flâneur where curiosity is sparked and stories unfold.