Rolex Fifth Avenue Flagship Experience and Hospitality Manager

Experience And Hospitality Manager

The Experience & Hospitality Manager is responsible for leading all aspects of luxury hospitality within the Global Flagship, with a focus on delivering high-touch, memorable interactions that reinforce brand excellence. This role oversees the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless execution of appointments, in-store experiences, and event support. The Manager serves as a key operational and cultural leader within the hospitality team, aligning daily activities with company values, brand standards, and luxury service expectations.

As a visible, hands-on leader, the Experience & Hospitality Manager coaches and develops the Hosts and external staff to achieve excellence in client interactions, traffic flow management, and operational efficiency. Thriving in a fast-paced luxury environment, the Manager is highly collaborative, structured, and results-driven, capable of analyzing operational metrics, client traffic, and engagement trends, and translating insights into actionable strategies that enhance client satisfaction and overall experiential impact.

Essential Job Responsibilities

Leadership & Business Development

Lead the execution of luxury hospitality programs, high-touch client experiences, and in-store or external client activation events

Partner closely with the Experience & Hospitality Director to support initiatives that elevate brand positioning and drive business objectives

Manage the Experience & Hospitality team, including Hosts and external hospitality staff, ensuring seamless service delivery, adherence to brand standards, and operational excellence

Identify opportunities to enhance experiential offerings, including VIC events, client activations, and bespoke gifting initiatives, ensuring alignment with commercial goals

Strategic Growth & Retail Performance

Oversee the planning and execution of hospitality experiences, ensuring a strong impact on client engagement, operational flow, and in-store performance

Track operational KPIs, guest insights, and traffic trends to inform decisions and optimize workflows

Manage appointment preparation and execution in close collaboration with the Retail Director and GM/VP, ensuring a curated and efficient client experience

Oversee the appointment booking and crowd management system (Waitwhile), ensuring accurate usage, smooth traffic flow, and alignment with client service standards

Stakeholder Collaboration

Collaborate with HQ teams, store leadership, and external partners to deliver seamless hospitality programs consistent with brand standards

Coordinate internal and external resources to support high-quality client experiences, including accommodations, dining, and curated events

Client Experience & Culture

Champion exceptional, personalized client service across all touchpoints

Lead the Hosts team in traffic control, appointment support, and welcoming ceremonies, ensuring a refined first impression and smooth client flow

Provide on-site leadership during events and day-to-day hospitality operations to ensure flawless execution

Coach and develop Hosts and external staff to maintain high standards of professionalism, attentiveness, and service excellence

Human Resources

Recruit, train, and develop the Experience & Hospitality team to ensure proper staffing and performance readiness

Implement ongoing training programs and development initiatives for team members

Monitor staff performance, provide feedback, and drive results through coaching and mentoring

Address HR matters in partnership with the HR team, ensuring adherence to payroll, grooming, and brand image standards

Qualifications

Experience in luxury hospitality, client service, or experiential retail environments, preferably in high-profile or flagship locations

Proven ability to lead and develop frontline teams, such as Hosts and external hospitality staff, fostering a culture of service excellence

Strong coaching and team management skills, with the ability to motivate staff and maintain consistent, high-quality client service

Solid understanding of luxury client expectations and high-touch service standards

Experience supporting appointments, in-store events, and client activations with attention to detail and operational accuracy

Familiarity with client management systems, appointment booking platforms (e.g., Waitwhile), and basic operational reporting

Ability to analyze operational metrics and client traffic to support workflow improvements and service efficiency

Collaborative and effective at working with cross-functional teams and store leadership to deliver seamless experiences

Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment

Capable of maintaining professionalism and service excellence under pressure, with a focus on continuous improvement and hands-on execution

Compensation Expectation: $90,000 - $115,000 plus eligibility for bonus, commensurate upon experience

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.