Experience Manager

ABOUT US

The Amenity Collective, LIVunLtd's parent company, is North America's leading provider of single-source solutions across the aquatics, fitness, and recreation industries. We deliver customized services-staffing, construction, design, consulting, and operations-to supercharge long-term success for clients and their aquatics, fitness, and recreation spaces.


POSITION OVERVIEW

LIVunLtd is looking for a Guest Experience Manager to join our growing team in New York, New York.


As the Guest Experience Manager you will work at one of LIVunLtd's luxury commercial buildings to oversee and manage all concierge services for guests and clientele. The Guest Experience Manager will oversee day-to-day related concierge and facility functions and activities, and administer company policies and procedures. As the Guest Experience Manager, you will serve as the main point of contact for all things related to concierge requests and will serve as a liaison between guests, clients, and internal operations, striving to anticipate needs, resolve issues promptly, and elevate overall guest satisfaction. Pool knowledge as well as a CPO certification are required for this position.

ESSENTIAL RESPONSIBILITIES

Daily Operations & Concierge Services

• Lead daily visitor-facing operations with a focus on customer service, organization, and efficiency ensuring visitors are attended to pleasantly, professionally, and promptly.
• Interact with the public in a positive and enthusiastic manner, modeling exemplary service standards.
• Communicate with a variety of visitors with diverse interests and abilities to ensure a positive retail experience.
• Support customer service in resolving visitor concerns and complaints in person, by phone, and via email.
• Take strategies developed by senior leadership and execute them at the operational level and provide feedback for continuous improvement.
• Execution of Gift With Purchase and other marketing campaigns.
• Daily communication and interactions with 90+ retailers.
• Liaison, survey, and feedback coordination between the management and the tenants
• Capture retail trends, patterns, and sales and provide a comparison analysis with the historical data.
• Maintain, process, and respond to all google, yelp, TripAdvisor reviews.

Fitness + Group Fitness Programs

• Create and distribute a monthly calendar of classes and activities related to the property.
• Collaborate with LIVunLtd's Fitness Director to create a recurring schedule of group fitness classes based on the allocated budget and clientele interest.
• Collect daily attendance data from class instructors and report the totals each month to Fitness Director and VP, Operations.
• Act as resident's point of contact for promoting and booking LIVunLtd's personal training sessions, private instruction, massage and spa services.

Events, Promotion, Sales, and Networking

• Work with off-site Creative Team to coordinate events on property.
• Ensure LIV-approved promotional materials are on display on property.
• Attend periodic on-site parties and functions.
• Reconcile and submit invoices for all purchases and expenses.
• Develop and maintain strong relationships with local businesses, restaurants, and preferred vendors.
• Complete and maintain a "Neighborhood Guide" (guide provided by Creative Team) for local businesses in proximity to the property.
• Make regular visits to "hot list" restaurants and venues to create awareness of our needs and our brand.
• Dress professionally and polished at all times; when applicable wear corporate approved LIV apparel while working.

Operations + Facility Management

• Oversee day-to-day facility operations, including daily upkeep and managing the cleaning and maintenance of equipment
• Ensure compliance with safety/emergency/incident/accident protocols.
• Maintain effective communication with residents, supervisors, building management and ownership in order to keep them apprised of club operational needs, happenings, and occurrences.
• Training, educating, monitoring, and coaching on-site staff on all facility procedures.
• Reporting issues to property management, such as HVAC, lighting, plumbing, painting, hazards, etc.

NOTE

The specific examples in each section are not intended to be all-inclusive, they represent the typical elements and criteria considered necessary to perform. Other job-related duties may be assigned and could require work outside of duties listed. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; "at will" employment remains.


COMPENSATION

The Guest Experience Manager position with LIVunLtd pays a range from $60,000-$75,000 per annum. Being the third party nature of LIVunLtd, salaries are dependent on the location of the position.