The Manner · 1 day ago
Guest Experience Manager
NYC Metro Area
Full-time
Onsite
Senior Level
5+ years expThe Manner is a luxury hotel seeking a Guest Experience Manager to lead their service culture and Guest Relations function. This role is responsible for overseeing the entire guest journey and driving improvements in guest satisfaction and loyalty through effective leadership and service standards.
Hospitality
Responsibilities
Lead, inspire, and develop Guest Relations, Front Office, and Concierge teams to deliver intuitive, anticipatory, and emotionally engaging luxury service
Model polished, gracious, and authentic service behaviors, maintaining professional presence, language, and appearance standards
Promote a culture of care, accountability, inclusivity, and empowerment that enables team members to create meaningful guest moments
Conduct regular coaching, service refreshers, and skills training aligned with The Manner luxury guest services standards
Oversee the full guest lifecycle, ensuring seamless execution of pre-arrival planning, arrival choreography, in-stay engagement, and departure
Manage the VIP program, including room inspections, amenities, preference tracking, and interdepartmental coordination
Ensure guest preferences and personalization details are accurately captured and executed through property systems
Maintain a visible leadership presence in public areas during peak arrival and departure periods
Own and drive Guest Satisfaction Survey (GSS) results and overall guest satisfaction performance
Analyze guest feedback, Medallia results, and online reputation data to identify trends and root causes
Partner with department leaders to implement corrective actions and sustain service improvements
Ensure consistent guest recognition and personalization across all departments
Provide leadership oversight for service recovery efforts, ensuring responses are timely, empathetic, and brand-aligned
Personally engage with high-value guests, repeat guests, and guests experiencing service challenges
Monitor recurring issues and implement sustainable solutions to prevent repeat service failures
Partner with Housekeeping, Food & Beverage, Engineering, Sales, Revenue Management, and Security to ensure seamless service delivery
Collaborate with Sales and Events teams on VIP groups, special programs, and key stakeholder relationships
Oversee training and ensure guest experience expectations are being met with associates supporting service delivery
Manage amenities, departmental expenses, and guest experience initiatives in alignment with service and financial goals
Serve as Manager on Duty as scheduled
Qualification
Required
Bachelor's degree in Hospitality Management, Business Administration, or related field, or equivalent professional experience
Minimum of 5 years of progressive leadership experience in luxury hotel operations, Guest Relations, or Rooms Division leadership
Demonstrated success leading luxury service cultures and improving guest satisfaction metrics
Proven ability to achieve and sustain strong GSS results
Strong communication skills, emotional intelligence, and composure in high-pressure environments
Advanced working knowledge of Opera PMS and guest feedback platforms
Ability to work a flexible schedule, including evenings, weekends, and holidays
Preferred
Experience with proprietary or bespoke luxury service programs
Experience in a Forbes-rated, LQA-audited, or equivalent luxury environment
Company
The Manner
Nestled on a tree-lined street in Soho, The Manner is a 97-room hotel with a discreet, refined, generous sensibility.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase