Rolex Fifth Avenue Flagship and Hospitality Manager

Job Title:

Experience and Hospitality Manager

Reports To:

Experience & Hospitality Director

Division:
Retail

The Experience & Hospitality Manager is responsible for leading all aspects of luxury hospitality within the Global Flagship, with a focus on delivering high-touch, memorable interactions that reinforce brand excellence. This role oversees the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless execution of appointments, in-store experiences, and event support. The Manager serves as a key operational and cultural leader within the hospitality team, aligning daily activities with company values, brand standards, and luxury service expectations.

As a visible, hands-on leader, the Experience & Hospitality Manager coaches and develops the Hosts and external staff to achieve excellence in client interactions, traffic flow management, and operational efficiency. Thriving in a fast-paced luxury environment, the Manager is highly collaborative, structured, and results-driven, capable of analyzing operational metrics, client traffic, and engagement trends, and translating insights into actionable strategies that enhance client satisfaction and overall experiential impact.

• Lead the execution of luxury hospitality programs, high-touch client experiences, and in-store or external client activation events
• Partner closely with the Experience & Hospitality Director to support initiatives that elevate brand positioning and drive business objectives
• Manage the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless service delivery, adherence to brand standards, and operational excellence
• Identify opportunities to enhance experiential offerings, including VIC events, client activations, and bespoke gifting initiatives, ensuring alignment with commercial goals

• Oversee the planning and execution of hospitality experiences, ensuring a strong impact on client engagement, operational flow, and in-store performance
• Track operational KPIs, guest insights, and traffic trends to inform decisions and optimize workflows
• Manage appointment preparation and execution in close collaboration with the Retail Director and GM/VP, ensuring a curated and efficient client experience
• Oversee the appointment booking and crowd management system (Waitwhile), ensuring accurate usage, smooth traffic flow, and alignment with client service standards

• Collaborate with HQ teams, store leadership, and external partners to deliver seamless hospitality programs consistent with brand standards
• Coordinate internal and external resources to support high-quality client experiences, including accommodations, dining, and curated events

• Champion exceptional, personalized client service across all touchpoints
• Lead the Hosts team in traffic control, appointment support, and welcoming ceremonies, ensuring a refined first impression and smooth client flow
• Provide on-site leadership during events and day-to-day hospitality operations to ensure flawless execution
• Coach and develop Hosts and external staff to maintain high standards of professionalism, attentiveness, and service excellence

• Recruit, train, and develop the Experience & Hospitality team to ensure proper staffing and performance readiness
• Implement ongoing training programs and development initiatives for team members
• Monitor staff performance, provide feedback, and drive results through coaching and mentoring
• Address HR matters in partnership with the HR team, ensuring adherence to payroll, grooming, and brand image standards

• Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations
• Proven ability to lead and develop frontline teams, such as Hosts and external hospitality staff, fostering a culture of service excellence
• Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service
• Solid…