Casa Cipriani New York · 10 hours ago
Club Reception and Guest Experience Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$75K/yr - $95K/yr
3+ years expCasa Cipriani is a five-star luxury hotel and private members-only club located in New York City. The Club Reception and Guest Experience Manager is responsible for overseeing all front-door and reception operations, ensuring a seamless and personalized member experience while managing guest flow and operational leadership.
Hospitality
Hiring Manager
Oksana Shur
Responsibilities
Oversee end-to-end front-door and reception operations, including member arrivals, guest verification, departures, and access control
Manage daily guest lists, reservations, walk-ins, and waitlists in accordance with Club policies
Control pacing and overall Club flow in coordination with floor managers, security, and senior leadership
Anticipate peak periods and proactively adjust staffing levels, positioning, and procedures
Ensure all front-of-house operational checklists, SOPs, and opening/closing procedures are consistently executed
Deliver a polished, discreet, and welcoming experience aligned with Casa Cipriani service standards
Ensure accurate member recognition and VIP handling, including preferences, restrictions, and special requests
Resolve guest concerns decisively and diplomatically, escalating issues when appropriate
Maintain strict confidentiality regarding members, guests, and internal operations
Conduct structured operational walk-throughs to engage members, gather feedback, identify service gaps, and relay information on upcoming events and programming in accordance with Casa Cipriani policy
Lead, schedule, and supervise the host and reception team across all shifts
Build weekly schedules based on forecasted covers, events, and historical data
Train staff on Club policies, service standards, and operational procedures
Conduct daily pre-shift briefings and shift handovers to ensure alignment and continuity
Monitor real-time floor performance and make operational adjustments as needed
Maintain accurate guest management and membership system records, including VIP tagging, member notes, preferences, and restrictions
Produce daily and weekly operational reports, including guest counts, member-to-guest ratios, peak arrival patterns, VIP activity, and notable feedback
Identify operational inefficiencies and recommend process improvements
Serve as the primary liaison between reception, Club floor teams, events, membership, and security
Coordinate guest flow for private events, buyouts, and high-profile visits
Support Membership and Events teams with guest list management and access control
Enforce Club access rules, dress code, and house policies consistently and professionally
Ensure compliance with internal procedures, safety protocols, and brand standards
Maintain immaculate presentation of reception desks and entry areas
Lead by example in appearance, language, professionalism, and conduct
Qualification
Required
3–5+ years of experience in a senior reception, host, or front-of-house management role within a luxury hotel, fine dining, or private members' club
Strong command of guest flow management, capacity control, and pacing
Proven experience with reservation and guest management systems
Advanced scheduling and labor planning skills
Ability to interpret operational data and translate insights into staffing and service decisions
Experience managing high-volume arrivals while maintaining a composed, elevated service standard
Excellent problem-solving skills with the ability to make real-time operational decisions
Ability to handle sensitive and confidential information with discretion
Flexible availability, including evenings, weekends, and holidays
Company
Casa Cipriani New York
Casa Cipriani is a true private members club in the modern sense, bringing together an eclectic community of those who enjoy life’s simple pleasures.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase