Senior Guest Experience Manager - Aman

Location Overview

Join our team in Aman New York. East meets West and old meets new. Manhattan’s iconic Crown Building is reimagined as Aman New York, where the city’s original architectural splendour and Aman’s harmonious design language collide, reimagining the inimitable tranquillity of Aman in the heart of Manhattan’s midtown. With a year‑round Garden Terrace, flagship Aman Spa and spacious suites all among the largest in the city.

The Senior Guest Experience Manager provides support and services in accordance with Aman’s Core Ambitions, Purpose, Brand Pillars, Values and Competencies. Proactive, creative and results‑driven, the Senior Guest Experience Manager is responsible for all aspects of the guest journey from pre‑arrival to post‑departure, ensuring the utmost level of guest recognition and an unparalleled guest experience. This position has an annual compensation range of $90,000 – $93,000.

• Handle a multitude of tasks in an efficient, calm and genuine manner amidst an intense, fast paced environment.
• Serve as the point of contact for assigned guests throughout the guest journey, from pre‑arrival to post‑departure.
• Review guest profiles and reservations in preparation for the pre‑arrival call.
• Connect with guests to discuss upcoming visit and curate a customised itinerary based on the guest’s purpose of visit and preferences.
• Respond to guest inquiries and requests courteously via verbal or written communication.
• Handle day‑to‑day operations based on shift checklists, as needed and as directed.
• Maintain open communication with all departments to ensure collaboration and transparency.
• Inspect all assigned suites, both occupied and vacant, and ensure general cleaning, preparation for VIP arrivals and special requests are completed on time and according to standard.
• Provide training and on‑the‑spot coaching for Guest Experience Managers to ensure consistency of experience for all guests.
• Find ways to maximise team impact and develop programming/training to support.

• Previous experience in a Front Office or Housekeeping position, preferably in a luxury environment.
• Graduate of Hotel School or College Degree is a plus.
• Excellent communication skills, both written and verbal in English; multilingual is a plus.
• Excellent people skills with the ability to work under pressure and with various stakeholders.
• Ability to work flexible hours, day, evening or overnight as needed, including weekends and holidays.
• Ability to work in a hybrid role – in operations on the floor and in an office environment.
• Ability to stand for extended periods of time, lift, push items, equipment and packages of up to 25 lbs.
• Demonstrate a commitment to guest service.
• Must possess a collaborative, energetic, engaging, genuine, inclusive, innovative and positive personality.

• Comprehensive and generously subsidised health benefits programme.
• Safe Harbor 401K Plan.
• Complimentary stays at other Aman properties.
• Discounts at Aman New York restaurants and the Aman Retail online store.
• Wellness events throughout the year.
• Competitive benefits package including international career opportunities in a company that is expanding rapidly.
• Career development support to make you feel valued, included and at home.