Experience Manager

Company Description Fouquet's New York brings a refined blend of elegance, glamour, and bold creativity to the hospitality experience. Inspired by French heritage, the property is designed to offer guests an unforgettable atmosphere that feels both sophisticated and welcoming. The hotel focuses on the small details that create a distinctive, memorable stay and a sense of “je ne sais quoi” for every guest. Team members are encouraged to deliver personalized, high-touch service and help shape an environment where exceptional guest experiences are at the center of everything.

Role Description The Experience Manager is responsible for overseeing the guest journey, ensuring consistent, elevated service and memorable stays at Fouquet's New York. This full-time, on-site role in New York, NY involves coordinating guest interactions across departments, resolving service issues, and proactively identifying opportunities to enhance the overall customer experience. Day-to-day tasks include managing guest feedback, monitoring service standards, supporting front-of-house teams, and implementing experience-focused initiatives and projects. The Experience Manager collaborates with leadership and staff to refine processes, train team members on guest experience best practices, and uphold the brand’s standards of luxury and hospitality.

Qualifications

• Ownership of the VIP journey, from pre-arrival planning through post-departure follow-up.
• Coordination of personalized amenities, upgrade recommendations, and private arrivals.
• Accurate guest profiles and consistent recognition of returning guests.
• Hands-on support, including occasional MOD coverage and check-in/check-out assistance.
• Strong Customer Service and Customer Experience skills, with a focus on delivering personalized, high-quality hospitality.
• Excellent Communication abilities, including clear, professional interaction with guests and internal teams.
• Solid Analytical Skills to interpret guest feedback, operational data, and service metrics to inform improvements.
• Proficiency in Project Management to design, coordinate, and implement guest experience initiatives.
• Prior experience in luxury hospitality, hotel operations, or guest relations roles.
• Demonstrated ability to lead cross-functional collaboration and support frontline teams.
• Strong organizational skills and attention to detail in a fast-paced, customer-focused environment.
• Availability to work on-site in New York, NY, including evenings, weekends, and holidays as needed.