Guest Relations & Member Experience Manager

About Casa CiprianiCasa Cipriani is a five-star luxury hotel, private members-only club, and distinguished event venue housed within the iconic Battery Maritime Building in New York City. Combining timeless elegance with modern comfort, Casa Cipriani is dedicated to offering exceptional service, craftsmanship, and attention to detail in every aspect of the guest and member experience.Position OverviewThe Guest Relations & Member Experience Manager is responsible for leading the Concierge and Member Reception operation at Casa Cipriani New York, ensuring a highly personalized, polished, and seamless experience for both hotel guests and Club members.This role oversees the Concierge team and serves as a key presence throughout the Concierge, reception, and lobby areas. The Manager is responsible for delivering elevated Concierge services, including but not limited to dining reservations, transportation arrangements, entertainment and cultural recommendations, special requests, and personalized experiences for hotel guests and Club members.The position also oversees the member arrival and reception experience, ensuring accurate member recognition, guest verification, access, and a warm, discreet welcome reflective of Casa Cipriani standards.Success in this role requires a strong luxury hospitality background, exceptional relationship-building skills, deep knowledge of New York City, and the ability to lead a team that serves as a trusted resource for both guests and members.ESSENTIAL FUNCTIONS AND DUTIES:Lead the daily Concierge operation, ensuring exceptional and highly personalized service for hotel guests and Club members.Assist with and oversee restaurant reservations, transportation, entertainment, cultural experiences, nightlife, shopping, special occasions, and other Concierge requests.Anticipate guest and member needs and proactively identify opportunities to personalize their experience.Maintain strong knowledge of New York City restaurants, entertainment, cultural institutions, events, transportation, and luxury services.Develop and maintain relationships with restaurants, venues, service providers, and other external partners to support guest and member requests.Ensure appropriate recognition and personalized handling of VIPs, repeat guests, members, and high-profile individuals.Follow through on requests and arrangements to ensure accuracy, timeliness, and a seamless experience.Resolve guest and member service concerns decisively and diplomatically, escalating when appropriate and within a timely manner.Maintain strict confidentiality and discretion regarding guests, members, and internal operations.Oversee the end-to-end member reception experience, including arrival, recognition, check-in, guest verification, access, and departure.Ensure members and their guests receive a warm, polished, and personalized welcome.Maintain awareness of daily member activity, reservations, guest lists, VIPs, events, and special requests.Ensure accurate member profiles, preferences, notes, restrictions, and other relevant information are maintained and communicated appropriately.Coordinate closely with Membership, Club Operations, Security, and other departments to ensure a seamless arrival and access experience.Ensure Club access rules, dress code, and house policies are applied consistently, professionally, and with appropriate discretion.Maintain a visible and engaged leadership presence throughout the Concierge, reception, and lobby areas.Ensure these spaces remain organized, welcoming, polished, and reflective of Casa Cipriani standards.Proactively engage with guests and members to build relationships, gather feedback, and identify opportunities to enhance their experience.Monitor activity and flow throughout the lobby and reception areas and adjust team positioning based on business needs.Lead, schedule, coach, and develop the Concierge team, including the Lead Concierge.Ensure team members are trained to provide both luxury Concierge services and member reception support.Build schedules and staffing plans based on hotel occupancy, Club activity, events, anticipated arrival patterns, and business levels.Conduct daily briefings and shift handovers covering VIPs, hotel guests, member activity, events, reservations, special requests, and operational priorities.Train employees on Concierge standards, member recognition, Club policies, local knowledge, systems, and Casa Cipriani service expectations.Monitor performance in real time and provide coaching, direction, and operational support as needed.Foster a culture of ownership, discretion, collaboration, and personalized service.Maintain a high level of accuracy across applicable guest, Concierge, reservation, and membership systems.Ensure VIP information, guest and member preferences, notes, restrictions, and special requests are properly documented.Maintain appropriate daily communication regarding arrivals, member activity, VIPs, notable requests, and service issues.Track guest and member feedback and identify recurring opportunities to improve service delivery.Identify operational inefficiencies and recommend improvements to procedures, staffing, and the overall guest and member experience.Act as a key liaison between Concierge, Front Office, Membership, Club Operations, Food & Beverage, Events, Spa, Security, and other departments.Coordinate special arrangements for hotel guests and Club members across the property.Support VIP arrivals, special occasions, private events, buyouts, and high-profile visits.Partner closely with Membership to ensure member preferences, feedback, and significant interactions are appropriately communicated.Maintain strong communication with Hotel and Club leadership to ensure a consistent and seamless experience across the property.Ensure all Concierge and reception interactions reflect Casa Cipriani standards of warmth, elegance, discretion, and professionalism.Maintain impeccable presentation of the Concierge Desk, reception, and lobby areas.Ensure compliance with internal procedures, safety protocols, Club policies, and brand standards.Lead by example in appearance, language, judgment, professionalism, and conduct.KNOWLEDGE, EXPERIENCE AND SKILLS:3-5+ years of experience in a luxury hotel Concierge, Guest Relations, Front Office, or private members' club leadership role.Strong knowledge of luxury Concierge service standards and personalized guest service.Demonstrated experience serving discerning guests, members, VIPs, and high-profile clientele.Proven ability to lead, coach, and develop a guest-facing hospitality team.Strong knowledge of New York City dining, entertainment, cultural offerings, transportation, and lifestyle experiences.Experience with guest management, reservation, hotel, and/or membership systems.Strong scheduling, staffing, and operational planning skills.Excellent problem-solving and service recovery capabilities.Exceptional communication and relationship-building skills.Ability to remain composed, polished, and decisive in a fast-paced, high-expectation environment.Flexible availability, including evenings, weekends, and holidays.Naturally gracious, polished, and service-oriented.Warm and engaging with the ability to build genuine relationships with guests and members.Highly discreet and comfortable working with VIP and high-profile clientele.Proactive and intuitive with a strong ability to anticipate needs.Strong eye for detail and commitment to operational excellence.Confident leader who is equally comfortable managing the operation and engaging directly with guests and members.Collaborative, adaptable, and solutions-oriented.INTENT AND FUNCTION OF JOB DESCRIPTIONS All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.Cipriani is an equal opportunity employer.