Mgr Guest Experience - NX

Description

We are seeking a passionate, detail-oriented, and proactive Guest Experience Manager to lead our guest relations strategy and elevate the overall stay experience at NH collection New York Madison Avenue. In this role, you will serve as the primary champion for guest satisfaction, ensuring every touchpoint - from pre-arrival to post-departure-is seamless, personalized, and memorable. You will lead, coach, and inspire the guest services team while resolving complex guest inquiries with grace professionalism.

Key Responsibilities

• Guest Journey & VIP Management: Oversee the end-to-end guest journey, anticipating needs and curating personalized experiences for VIPs, loyalty members, and special-occasion guests.
• Service Recovery & Problem Resolution: Act as the primary point of escalation for guest complaints or service issues, resolving concerns promptly and turning negative experiences into lasting loyalty.
• Team Leadership & Coaching: Supervise, train, and mentor front desk, bellman staff to uphold brand service standards and foster a culture of genuine hospitality.
• Quality Assurance & Feedback analysis: Monitor guest satisfaction scores, online reviews (e.g., TripAdvisor, Google, brand surveys), and daily feedback to identify trends and implement operational improvements.
• Cross-Departmental Collaboration: Partner closely with Housekeeping, Food & Beverage, Engineering, and Sales teams to ensure seamless communication and flawless execution of guest requests and group arrivals.
• Lobby Presence: Maintain a visible, welcoming presence in the hotel lobby during peak check-in, check-out, and event times to engage directly with guests.
• Standard Operating Procedures (SOPs): Develop, update, and enforce guest service protocols, emergency procedures, and brand standards.

Qualifications & Requirements

• Experience: 3 + years of progressive leadership experience in hotel front office, guest relations, or luxury hospitality operations.
• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred (or equivalent practical experience).
• Communication Skills:
• Exceptional verbal and written communication skills, with the ability to remain calm under pressure, think critically, and exercise sound judgement during high-stress situations.
• Technical Proficiency: Experience with Property Management systems (PMS) such as SAP as well as Microsoft Office and reputation management platforms.
• Flexibility: Willingness to work a flexible schedule, including weekends, evenings, and holidays, based on hotel occupancy and business demands.
• What we offer
• Competitive Salary and performance - based bonus structure.
• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO) and paid holidays
• Hotel stay discounts and employee perks
• Career growth and development opportunities within NH Collection New York Madison Avenue and Crescent Hotels & Resorts.

NH Collection New York Madison Avenue & Crescent Hotels & Resorts are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.