Job Description

Sofitel New York is looking for a Guest Experience Manager who is an enthusiastic, hospitality-oriented professional that will create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests who chose to call Sofitel New York home.

What is in it for you?

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world! Exposure to all ACCOR Hotels Worldwide, enabling you for limitless growth.
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
• Salary Range: $75 - $85k / year

What you will be doing:

The Guest Experience Manager is responsible for continually maintaining and improving the efficiency and quality of the guests’ experience of the hotel. They will report to the Director of Front Office. Leading by example, the Guest Experience Manager greets all guests warmly and professionally and ensuring that the lobby operations are efficient at all times. The Guest Experience Manager has a proactive approach to operations, and will constantly strive to innovate and implement new ideas to enhance our service product.

• Primary liaison between guests and Sofitel New York.
• Completes regular quality assurance inspections and coach accordingly.
• Represents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested.
• Consistently has a presence with our colleagues / lobby / public areas while balancing the administrative needs of the position act as lobby ambassador when applicable.
• Must be able to resolve escalated Guest complaints.
• Must be able to build and foster strong relationships.
• Coordinate with other operational departments (Housekeeping, Engineering, F&B, and Security) to ensure guest satisfaction.
• Liaise with our Sales department and our group contacts to ensure that all of our groups' needs are well planned and achieved.
• Communicate with Sales and Marketing team any arriving, in house, or departed guests that might be of interest of the brand or potential frequent clients.
• Prepare VIP reports and distribute to the corporate office and hotel.
• Assign VIP rooms and communicate with all departments.
• Possess the ability to occasionally cover FOM job responsibilities – including break coverage and MOD Duties.
• Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval.
• Consistently communicate with peers with all other properties to share information, initiatives and information about our guests.
• Execute, maintain, train, and inspect that Forbes Standards are followed within the Front Office.
• Contact VIP and loyal guests of the brand with pre and post departure emails.
• Review and respond to guest reviews on designated channels, especially Trip Advisor with a focus on increasing hotel ranking.
• Be the point of contact for ownership reservations and requests.
• Conduct room inspections for VIP arrivals.
• Other duties as requested by Director of Room Operations or General Manager.

Qualifications

Your experience and skills include:

• Work efficiently in a Union environment and take initiative.
• The operations of Sofitel New York are 24 hours a day 7 days a week, inclusive of all holidays. Therefore, your schedule must be flexible to meet the needs of the business accordingly.
• They are committed to and fully comprehend the idea of being of service.
• They do not just delight guests, but excite them–by creating unique, unexpected & memorable experiences.
• They are ambitious, vibrant and social/friendly individuals;
• They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;
• They encourage genuine relationships with guests that enable them to not only preempt needs but also foresee desires.
• They have a desire and unyielding appetite for learning & knowledge—being in the know with what is happening in the city and around the world.
• They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease;
• They are able to entertain guests in a compassionate, respectful and meaningful manner.

Additional Information

Visa Requirements:

Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining work authorization documents.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We are 280,000 women and men placing people at the heart of what we do, and nurturing real passion for service and achievement Joining Accor means embarking on a unique life journey to imagine tomorrow's hospitality.
To join our Group, please visit https://careers.accor.com/

All your information will be kept confidential according to EEO guidelines.