Guest Experience Manager - The Fifth Avenue Hotel

The Fifth Avenue Hotel is seeking a highly organized and detail-oriented Guest Experience Manager to join our team. In this vital role, you will support the Director of Guest Experience and help ensure the smooth, day-to-day operations of the Guest Experience department.

As Guest Experience Manager, you will be instrumental in crafting extraordinary guest experiences, fostering satisfaction and loyalty at every touchpoint. You will provide leadership, coaching, and hands-on support to the team, while supporting and overseeing the butler team and collaborating closely with other hotel departments to consistently exceed guest expectations. This role demands a keen eye for detail, a passion for personalized service, and a commitment to delivering seamless and creating memorable experiences in a luxury hospitality setting. At times, you will be “Manager on Duty” and run a shift overseeing the Front of House operations. The Guest Experience Manager reports directly to the Director of Guest Experience.

Your Focus

• Flaneur: Create an environment where our guests can experience The Fifth Avenue Hotel in the way of a flaneur, where every detail is curated, tells a story and leaves a lasting impression.

• Five Star Experience: Ensure a Forbes five-star (and beyond) luxury level of service and hospitality is delivered to all who come to experience The Fifth.

• Guest Knowledge and Service Excellence: Research guests prior to their arrival to personalize and elevate their experience. Consistently deliver exceptional guest service at all times, setting the highest standards for the front-of-house team. Drive the creation and execution of thoughtful “Surprise and Delight” moments. Assist with every aspect for VIPs, including but not limited to pre-arrival room inspection, guest greetings, and anticipation of needs.

• Guest Opportunities: Monitor guest satisfaction levels, promptly addressing any issues or concerns that may arise. Handle guest concerns, or special requests promptly and effectively. Take ownership of resolving issues and find suitable solutions, collaborating with other hotel departments as necessary. Ensure all concerns from guests are tracked appropriately-

• Front-of-House Responsibilities: Act as Manager on Duty, representing the Hotel Manager as needed, handling guest concerns, special requests, and service recovery. Oversee the daily operations of the front door, front desk, butler and concierge departments. Monitor guest satisfaction levels, promptly addressing any issues or concerns that may arise. Ensure a smooth and efficient flow of operations.

• Operations: Oversee the daily operations of the house while being in constant communication with the other departments including but not limited to Housekeeping, Front Desk, Concierge, Food & Beverage, etc., to ensure a seamless guest experience. Communication guest requirements and preferences to relevant teams.

• Administration: Assist with scheduling, payroll submission, and time & attendance tracking. Generate reports that would support existing communication channels such as daily amenity sheet, preference reports, etc. Process expense reports, costing sheets, etc. in a timely manner.

• Any other duties as assigned.

Position Requirements:

• Bachelor’s degree preferred.
• 2 years of experience in a luxury hospitality environment. Previous supervisory role strongly preferred.
• Exceptional customer service and communication skills.
• Strong attention to detail and organizational abilities.
• Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and prioritize effectively.

Work Environment and Context

• Work schedule varies and will include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 50 pounds, bending and reaching.