Extell
Guest Experience Manager - Kimpton Era Midtown NY
Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results‑driven excellence.
Location Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33‑story design‑forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full‑service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.
Overview The Guest Experience Manager is a pivotal role responsible for curating and enhancing the overall guest journey from pre‑arrival to post‑departure. This individual will be a passionate advocate for exceptional service, proactively anticipating guest needs, resolving issues with grace and efficiency, and personalizing interactions to create lasting memories. The Guest Experience Manager will lead by example, inspiring the team to deliver bespoke luxury service and uphold the hotel’s reputation for excellence.
Key Responsibilities
Guest Journey Ownership:
Proactively monitor and manage the entire guest journey, identifying opportunities for personalization and enhancement.
Anticipate guest needs and preferences through detailed pre‑arrival research and communication with other departments.
Oversee the VIP program, ensuring all VIP guests receive tailored and elevated service.
Handle guest feedback, complaints, and requests with empathy, professionalism, and prompt resolution, escalating as necessary.
Conduct personalized welcome and farewell interactions with guests, especially those with special occasions or high profiles.
Ability to be proactive and resourceful, take the initiative while maintaining discretion and integrity with sensitive information.
Actively monitor and respond to all guest feedback on online platforms such as TripAdvisor and Medallia, ensuring timely and appropriate responses that adhere to brand standards and address guest concerns effectively.
Service Excellence and Quality Assurance:
Champion a culture of genuine hospitality and proactive service among all team members.
Conduct regular quality checks of rooms, public areas, and services to ensure adherence to brand standards.
Collaborate with all departments (Front Office, Housekeeping, Engineering, F&B, etc.) to ensure seamless service delivery.
Identify and implement innovative ways to enhance the guest experience, staying abreast of hospitality trends.
Train and mentor frontline staff on luxury service standards, personalized guest interactions, and problem resolution.
Operational Management:
Assist the Director of Operations on all aspects of the Front Office.
Assist the Front Office management team during peak periods or as needed.
Ensure compliance with all hotel policies, procedures, and safety regulations.
Prepare and analyze guest satisfaction reports, identifying areas for improvement and implementing corrective actions.
Manage guest‑related administrative tasks efficiently.
Team Leadership & Development:
Inspire and motivate frontline teams to deliver exceptional guest experiences.
Provide constructive feedback and coaching to enhance performance.
Foster a positive and collaborative work environment.
Qualifications Minimum of 3–5 years of progressive experience in luxury hotel operations, with a strong focus on Front Office, Guest Relations, or Concierge services. Previous experience in a managerial role is highly preferred.
Skills
Exceptional interpersonal and communication skills (verbal and written) with a refined vocabulary.
Strong problem‑solving abilities and a calm demeanor under pressure.
Strong understanding of budgeting, financial management, and inventory control.
Impeccable attention to detail and a proactive approach to service.
Proficiency in hotel management systems (PMS – e.g., Opera) and CRM software.
Fluency in English is required; proficiency in additional languages is a significant advantage.
Deep understanding of luxury service standards and guest expectations.
Ability to work flexible hours, including weekends and holidays, as required.
Ability to lift and carry up to 25 pounds occasionally.
Why Join Extell Hospitality Services? EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high‑profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.
Typical Compensation Range
Base Salary: $90,000 – $110,000
Additional Considerations
Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Referrals increase your chances of interviewing at Extell by 2x
#J-18808-Ljbffr
Location Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33‑story design‑forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full‑service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.
Overview The Guest Experience Manager is a pivotal role responsible for curating and enhancing the overall guest journey from pre‑arrival to post‑departure. This individual will be a passionate advocate for exceptional service, proactively anticipating guest needs, resolving issues with grace and efficiency, and personalizing interactions to create lasting memories. The Guest Experience Manager will lead by example, inspiring the team to deliver bespoke luxury service and uphold the hotel’s reputation for excellence.
Key Responsibilities
Guest Journey Ownership:
Proactively monitor and manage the entire guest journey, identifying opportunities for personalization and enhancement.
Anticipate guest needs and preferences through detailed pre‑arrival research and communication with other departments.
Oversee the VIP program, ensuring all VIP guests receive tailored and elevated service.
Handle guest feedback, complaints, and requests with empathy, professionalism, and prompt resolution, escalating as necessary.
Conduct personalized welcome and farewell interactions with guests, especially those with special occasions or high profiles.
Ability to be proactive and resourceful, take the initiative while maintaining discretion and integrity with sensitive information.
Actively monitor and respond to all guest feedback on online platforms such as TripAdvisor and Medallia, ensuring timely and appropriate responses that adhere to brand standards and address guest concerns effectively.
Service Excellence and Quality Assurance:
Champion a culture of genuine hospitality and proactive service among all team members.
Conduct regular quality checks of rooms, public areas, and services to ensure adherence to brand standards.
Collaborate with all departments (Front Office, Housekeeping, Engineering, F&B, etc.) to ensure seamless service delivery.
Identify and implement innovative ways to enhance the guest experience, staying abreast of hospitality trends.
Train and mentor frontline staff on luxury service standards, personalized guest interactions, and problem resolution.
Operational Management:
Assist the Director of Operations on all aspects of the Front Office.
Assist the Front Office management team during peak periods or as needed.
Ensure compliance with all hotel policies, procedures, and safety regulations.
Prepare and analyze guest satisfaction reports, identifying areas for improvement and implementing corrective actions.
Manage guest‑related administrative tasks efficiently.
Team Leadership & Development:
Inspire and motivate frontline teams to deliver exceptional guest experiences.
Provide constructive feedback and coaching to enhance performance.
Foster a positive and collaborative work environment.
Qualifications Minimum of 3–5 years of progressive experience in luxury hotel operations, with a strong focus on Front Office, Guest Relations, or Concierge services. Previous experience in a managerial role is highly preferred.
Skills
Exceptional interpersonal and communication skills (verbal and written) with a refined vocabulary.
Strong problem‑solving abilities and a calm demeanor under pressure.
Strong understanding of budgeting, financial management, and inventory control.
Impeccable attention to detail and a proactive approach to service.
Proficiency in hotel management systems (PMS – e.g., Opera) and CRM software.
Fluency in English is required; proficiency in additional languages is a significant advantage.
Deep understanding of luxury service standards and guest expectations.
Ability to work flexible hours, including weekends and holidays, as required.
Ability to lift and carry up to 25 pounds occasionally.
Why Join Extell Hospitality Services? EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high‑profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.
Typical Compensation Range
Base Salary: $90,000 – $110,000
Additional Considerations
Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Referrals increase your chances of interviewing at Extell by 2x
#J-18808-Ljbffr