Hospitality General Manager - Centurion New York

The Hospitality General Manager leads the daily operations, CX strategy, and business performance for Centurion New York. This role is responsible for managing a high performing team while delivering best-in-class hospitality, lifestyle, and dining experiences that reinforce the value of membership. 

The Hospitality General Manager oversees all aspects of daily operations across hospitality, food & beverage, experiential programming, servicing, and private events, while serving as the primary liaison across internal enterprise stakeholders and external operating partners. This role manages a complex, high-volume premium hospitality environment and is accountable for operational excellence, customer satisfaction, financial performance, team leadership, and strategic execution.

A successful Hospitality General Manager is an innovative hospitality leader with a passion for service, experiential concepts, and operational excellence. They possess the ability to lead cross-functional initiatives, inspire high-performing teams, and translate customer insights into elevated experiences that drive engagement, loyalty, and business growth.

• Managing operations budget and P&L

• Managing relationships with key partners and suppliers

• Executing and tracking metrics for the Operator

• Addressing guest feedback and concerns

• Execution and management of the defined servicing strategy

• Ensuring global compliance and regulatory adherence to policies and procedures

• Maintaining training plans for Servicing team and suppliers (for any new procedures or product features)

• Coaching your team to provide a high-touch, premium experience for all guests

• Inspiring your team to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments

• Managing the operation to ensure adequate servicing coverage is provided 365 days per year, which may include filling in when needed

• Working closely with the Operator to create a premium customer experience for all visitors

• Taking an active role with in-house events and programming 

• Finding opportunities to improve operations and creating and implementing creative solutions to grow the business

• Minimum 5+ years in food and beverage management, hotel management, and/or luxury lifestyle/events sector

• Premium customer service experience

• Operations management experience with purchasing knowledge

• Leadership experience managing a team

• Demonstrated passion for service with the ability to resolve customer issues and concerns

• Ability to successfully understand and implement policies, procedures, and programs

• Ability to manage and resolve conflict

• Ability to drive and measure business results

• Strong analytical and creative problem-solving skills

• Meticulous with strong organizational and prioritization skills who can work well under pressure

• Ability to work flexible shifts 

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
 

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.