Club Reception and Guest Experience Manager

About Casa Cipriani

Casa 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 PURPOSE:

The Host / Reception Manager is responsible for overseeing all front-door and reception operations for the Club at Casa Cipriani, ensuring a seamless, controlled, and highly personalized member experience. This role blends refined hospitality with strong operational leadership and requires precision, foresight, and the ability to manage complex guest flow within a high-profile private members’ environment.

ESSENTIAL FUNCTIONS AND DUTIES:

• Oversee end-to-end front-door and reception operations, including member arrivals, guest verification, departures, and access control.
• Manage daily guest lists, reservations, walk-ins, and waitlists in accordance with Club policies.
• Control pacing and overall Club flow in coordination with floor managers, security, and senior leadership.
• Anticipate peak periods and proactively adjust staffing levels, positioning, and procedures.
• Ensure all front-of-house operational checklists, SOPs, and opening/closing procedures are consistently executed.
• Deliver a polished, discreet, and welcoming experience aligned with Casa Cipriani service standards.
• Ensure accurate member recognition and VIP handling, including preferences, restrictions, and special requests.
• Resolve guest concerns decisively and diplomatically, escalating issues when appropriate.
• Maintain strict confidentiality regarding members, guests, and internal operations.
• Conduct structured operational walk-throughs to engage members, gather feedback, identify service gaps, and relay information on upcoming events and programming in accordance with Casa Cipriani policy.
• Lead, schedule, and supervise the host and reception team across all shifts.
• Build weekly schedules based on forecasted covers, events, and historical data.
• Train staff on Club policies, service standards, and operational procedures.
• Conduct daily pre-shift briefings and shift handovers to ensure alignment and continuity.
• Monitor real-time floor performance and make operational adjustments as needed.
• Maintain accurate guest management and membership system records, including VIP tagging, member notes, preferences, and restrictions.
• Produce daily and weekly operational reports, including guest counts, member-to-guest ratios, peak arrival patterns, VIP activity, and notable feedback.
• Identify operational inefficiencies and recommend process improvements.
• Serve as the primary liaison between reception, Club floor teams, events, membership, and security.
• Coordinate guest flow for private events, buyouts, and high-profile visits.
• Support Membership and Events teams with guest list management and access control.
• Enforce Club access rules, dress code, and house policies consistently and professionally.
• Ensure compliance with internal procedures, safety protocols, and brand standards.
• Maintain immaculate presentation of reception desks and entry areas.
• Lead by example in appearance, language, professionalism, and conduct.

KNOWLEDGE, EXPERIENCE AND SKILLS:

• 3–5+ years of experience in a senior reception, host, or front-of-house management role within a luxury hotel, fine dining, or private members’ club.
• Strong command of guest flow management, capacity control, and pacing.
• Proven experience with reservation and guest management systems.
• Advanced scheduling and labor planning skills.
• Ability to interpret operational data and translate insights into staffing and service decisions.
• Experience managing high-volume arrivals while maintaining a composed, elevated service standard.
• Excellent problem-solving skills with the ability to make real-time operational decisions.
• Ability to handle sensitive and confidential information with discretion.
• Flexible availability, including evenings, weekends, and holidays.

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.