Customer Engagement Specialist

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 Aman Customer Engagement Specialist (ACES) will be key to designing and delivering a transformational and elevated experience to our guests. ACES will be among the first compassionate hosts that welcome our guest to Aman New York. This position will handle a variety of tasks including incoming correspondence to the hotel, correspondence relating to Food and Beverage, Spa, Front Office, Concierge, Aman Club, Guest Services, Housekeeping, and any other departments designated by hotel leadership.

This position has an hourly compensation rate of $37.38.

• Focus on the full guest experience by utilizing conversational and professional language, interpersonal skills, inter-departmental knowledge and technology.
• Responds to and confirms all guest bookings requests in a prompt, courteous and accurate manner according to Aman standards.
• Respond to emails, phone, and text/chat requests for booking information, confirmations, and additional details as it relates to all guests’ request.
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets and services.
• Maintains full knowledge of all technology and systems to capture required information for each department that is supported.
• Maintains records and files for all internal and external hotel booking correspondence.
• Handle and personally ensure detailed recording of guest preferences in appropriate profile maintenance technologies.
• Work collaboratively with room operations, Spa and F&B to process outlet bookings according to established procedures.
• Assists with and prepares group rooming lists and arrival details. Build group resume and communication for operational teams.
• Perform any other reasonable duties as required by the Management Team.

• Graduate of Hotel School or College Degree is a plus.
• Multi-tasking and time-management skills, with the ability to prioritize tasks.
• Experience working in sales or customer service, preferably in the hospitality or travel industries.
• At least 2-3 years’ experience in hospitality or guest services.
• Excellent written and verbal communication skills.
• Applicants should be detail-oriented, and demonstrate a commitment to guest service.

At Aman Group, we believe that our colleagues are at the core of our success. We offer a competitive benefits including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.

• Comprehensive and generously-subsidised health benefits program
• Safe Harbor 401K Plan
• Complimentary Stays at other Aman properties
• Discounts at Aman New York restaurants and Aman Retail online store
• Wellness events throughout the year

If you thrive in an ultra-luxury environment and are passionate about warm and personalised hospitality where every detail matters, we invite you to apply to join us on our journey.