Rolex Fifth Avenue Flagship Experience and Hospitality Manager

Job Title: Experience and Hospitality Manager

Reports To: Experience & Hospitality Director

Division: Retail

OVERVIEW

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: $80,000 - 90,000 plus eligbility for bonus.

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.