Customer Engagement Specialist

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, homes, experiences, and products which transform our guests’ and owners’ perspectives and daily lives. To achieve our ambitions, we capitalize on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures, and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests, homeowners and employees which creates a lifelong sense of belonging driven by our values of: 

 

Invest in individuality – fostering an environment where each person can push boundaries, take risks, and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into exciting new ventures.

Act like owners – taking charge, leading by example and an immense sense of pride in our work. 

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful, and collaborative manner.

 

The Aman Customer Engagement Specialist (ACES) will be key to designing and delivering a transformational and elevated experience to our guests. ACES will be among the first compassionate host that welcome our guest to Aman New York.  This position will handle a variety of tasks including incoming correspondence to the hotel, correspondence relating to Food and Beverage, Spa, Front Office, Concierge, Aman Club, Guest Services, Housekeeping, and any other departments designated by hotel leadership.  

 

This position is located at our Aman New York Property and has an hourly compensation rate of $30.00.

RESPONSIBILITIES

• Focus on the full guest experience by utilizing conversational and professional language, interpersonal skills, inter-departmental knowledge and technology.
• Responds to and confirms all guest bookings requests in a prompt, courteous and accurate manner according to Aman standards.
• Respond to emails, phone, and text/chat requests for booking information, confirmations, and additional details as it relates to all guests’ request.
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets and services.
• Maintains full knowledge of all technology and systems to capture required information for each department that is supported.
• Maintains records and files for all internal and external hotel booking correspondence.
• Handle and personally ensure detailed recording of guest preferences in appropriate profile maintenance technologies.
• Work collaboratively with room operations, Spa and F&B to process outlet bookings according to established procedures.
• Assists with and prepares group rooming lists and arrival details. Build group resume and communication for operational teams.
• Understands and enforces hotel credit policies, billing procedures, routing instructions and payment methods. Collaboratively work with the Finance team to ensure guest billing is seamless and accurate.
• Coordinates pre-arrival requests with the appropriate departments.
• Handle and personally ensure that all departments have necessary information pertaining to member and guests’ requests (bookings, special events, preferences) and ensure flawless execution.
• Monitor tentative, prospect and waitlisted bookings and conduct the appropriate follow-up.
• Liaise with Aman New York operations team appropriately for member and guests request outside of the hotel i.e. (Transportation, Broadway show).
• Build relationship with Aman Central Reservation team, global sales team and Aman Private Office to ensure all our loyal guests have the true Aman experience.
• Maintain confidentiality related to members and guests' information per policies and procedures for the Aman
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• Attend and contribute to all mandatory staff meetings and member related events. 
• Feel comfortable with interacting both remotely and directly/face to face with guests.
• The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

QUALIFICATIONS

• A High school diploma
• Multi-tasking and time-management skills, with the ability to prioritize tasks
• Experience working sales or customer service, preferably in the hospitality or travel industries
• At least 2-3 years’ experience in hospitality or guest services
• Excellent written and verbal communication skills
• Applicants should be detail-oriented, and demonstrate a commitment to guest service