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Description

At Andaz 5th Avenue, we believe our guests choose Hyatt because of our caring and attentive colleagues who deliver thoughtful service and meaningful experiences. Located on Fifth Avenue across from the New York Public Library, Andaz 5th Avenue blends residential-style loft accommodations with a vibrant, creative spirit that reflects Midtown Manhattan.

The Guest Experience Manager plays a key leadership role in shaping the end-to-end guest journey — from pre-arrival engagement to post-stay follow-up. This position partners closely with Rooms, Commercial, and F&B leadership to elevate VIP experiences, World of Hyatt elite engagement, and overall service performance across the hotel.

Reporting to the Director of Operations*, the Guest Experience Manager functions as both a service strategist and operational leader, ensuring service delivery aligns with Andaz brand standards and luxury expectations.

Position Summary

The Guest Experience Manager oversees VIP programming, elite guest recognition, online reputation management, and service recovery initiatives. The role supports front office and rooms operations in a senior capacity, acting as a visible presence in the lobby and public spaces while leveraging performance metrics to continuously improve guest satisfaction.

Key Responsibilities

1. VIP & Notable Guest Experience

Develop and maintain a structured VIP program with clearly defined deliverables by tier
Create and implement SOPs for VIP meet-and-greet procedures by hotel leadership.
Ensure notable arrivals are highlighted in daily pre-shift communications, including preferences, stay history, GEM notes, and special recognition details.
Review and strengthen amenity programming based on guest tier, rate category, and stay purpose.
Partner with Housekeeping and Engineering to ensure VIP rooms are blocked appropriately and inspected prior to arrival.
Conduct final room walkthroughs for top-tier VIPs and high-profile arrivals.
Collaborate with Commercial and Sales teams on curated experiences for premium suite guests and long-stay clientele.

2. World of Hyatt Elite Experience

Benchmark best-in-class Hyatt properties to elevate pre-arrival and elite recognition practices.
Implement a structured pre-arrival outreach process for all World of Hyatt elite tiers (Globalist, Explorist, etc.).
Assign elite guest engagement responsibilities across leadership team members.
Review elite arrivals for preferences, stay history, and opportunity moments.
Develop mid-stay engagement touchpoints (calls or text outreach) to ensure expectations are exceeded.
Implement a thoughtful post-stay follow-up process for elite guests to strengthen loyalty and return intent.
Partner with Marketing and F&B to curate exclusive or engaging moments for in-house elite guests during high-volume periods.

3. Guest Experience & Service Performance

Monitor guest satisfaction platforms daily (Hyatt internal surveys, Medallia, and third-party channels such as TripAdvisor, Google, and OTA reviews).
Ensure guest alerts and cases are assigned, tracked, and closed within required timelines.
Lead service recovery follow-up for escalated concerns, ensuring timely and appropriate resolution.
Send weekly service performance recaps to hotel leadership, highlighting:
Overall guest satisfaction trends
Elite experience metrics
NPS performance
Cleanliness and working order scores
Service defect and promoter trends

Deliver service presentations to the leadership team.
Create service training topics for departmental pre-shift meetings.
Develop a Service Recovery/Wow Toolkit to empower colleagues to surprise and delight guests.

4. Operational Leadership Support

Act as senior support for Front Office and Rooms operations when needed.
Assist in room inventory strategy and special request coordination.
Support training initiatives focused on anticipatory service and luxury hospitality delivery.
Step in to assist in coverage of Front Office leadership during absences.
Partner cross-functionally to ensure seamless communication and execution of guest itineraries, special events, and group arrivals.

Compensation Range: 75,000 - 85,000

Requirements

4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
With opening hotels, previous hotel pre-opening experience preferred
Service oriented style with professional presentations skills
At least 2 years progressive management experience within the Rooms Division of a hotel
Hotel/Hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills

Andaz 5th Avenue

Experience Midtown Manhattan at Andaz 5th Avenue

Andaz 5^th Avenue is a chic boutique hotel in Midtown Manhattan that is quintessential New York City and the perfect place to express your personal style.Manhattan is all about reinvention; and our hotel philosophy is that you should be a little different. True to the Andaz concept, Andaz 5th Avenue offers uncomplicated and natural service by people who are passionate about your experience at one of the most unique hotels in New York City.

At Andaz 5^th Avenue, you are woven into the cultural fabric of midtown Manhattan. With its eclectic and contemporary style and curated art, our hotel is a place where you can comfortably shake off the effects of the day and embrace the mood of the moment. Relax in loft-like designer rooms and suites that feel like NYC apartments, with stylish décor and floor-to ceiling windows and stellar views of 5^th Avenue. Indulge in a soothing massage or facial, or decompress with a workout in the StayFit™ Gym.

Inspired by what grows seasonally in New York, The Shop is an intimate eatery serving regional cuisine sourced from farmers and producers around the state. Enjoy shared plates at a communal table, or grab a glass of wine you can carry up to your loft-style apartment. Talk to chefs in the open kitchen and sit anywhere to take in an icon of the city or the quiet courtyard. Socialize at the chic bar downstairs, serving hand-crafted cocktails, wines, beer, and creative Latin-style foods. Your Midtown Manhattan hotel experience should be whatever you want to create within a venue that is pure New York sophistication.

Dirección	485 5th Avenue at 41st Street, New York, NY 10017
Tipo de propiedad	Hotel
# Empleos	4

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