Description

Summary

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

Qualifications

• 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