Assistant Director of Guest Experience

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.

Manage the Guest Experience department by training staff, giving directions, and ensuring effective oversight. Manage scheduling and guest interactions to support overall team performance. Manage the design and implementation of activities that enhance the guest experience and ensure exceptional service.

This position has an annual compensation range of $90,000 to $98,000.

• Manage the full guest journey from pre‑arrival through post‑departure with a focus on personalization, recognition, and emotional engagement.
• Manage and review the maintenance of Guest Profiles, ensuring all details and special requests are recorded in the correct format.
• Manage the Guest Experience team and all teams involved with personalized service.
• Manage the daily operations related to arrivals, in‑house service recovery, and departures.
• Manage all serious service recovery situations with calm, empathy, and professionalism.
• Manage workflow, ensure task follow‑through, and uphold brand promises.
• Manage team performance through ongoing training, coaching, and development.
• Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
• Partner with all operation departments to support consistent service delivery.
• Perform other related duties as assigned.

• 5 years+ in luxury hotel environment preferably with Front Office and/or Housekeeping experience.
• Excellent computer literacy and comfortable with Microsoft Office Suite, Opera, Next Guest, HotSOS, MS Shift, Seven Rooms, etc.
• Excellent verbal and written communication skills.
• Able to handle a multitude of tasks in an intense, fast paced environment.
• Excellent people skills with the ability to work under pressure and with various stakeholders.
• Ability to always maintain a clean and professional appearance as per company policies.
• Ability to stand for extended periods of time, lift, push, items, equipment, and packages of up to 25 lbs.
• Ability to maintain complete knowledge of hotel offerings and comply with all hotel departmental policies, procedures, Standard Operating Manuals, Checklists and Job Duties as provided by the hotel.

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.