Guest Relations Assistant Manager, Ralph's Coffee, Madison Ave

Ref#: W180065

Department: Hospitality

City: New York

State/Province: New York

Location: United States

Pay Range: $62,000 - $80,500 annually; actual pay is dependent on experience and geographic location

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

The Assistant Manager, Guest Relations is the hospitality leader of the flagship. This role is fully dedicated to owning, elevating, and protecting the guest journey from arrival to departure. As the cultural and service standard bearer, this leader manages all guest-facing team members including hosts, servers, baristas, retail coffee sales and food runners — ensuring that every interaction feels polished, warm, personal, and unmistakably Ralph Lauren. This role requires a refined hospitality background and a deep understanding of luxury service behaviors, emotional intelligence, and floor leadership in high-touch environments.

Essential Duties & Responsibilities

Guest Experience:

• Serve as the constant, visible floor presence during peak business hours.
• Curate a seamless, anticipatory guest journey — from greeting to farewell.
• Lead all guest-facing associates with a hospitality-first mindset.
• Model elevated service behaviors: body language, tone, storytelling, menu fluency, and recovery.
• Manage VIP visits, special requests, and brand moments with discretion and excellence.
• Resolve guest concerns swiftly, professionally, and with brand-aligned grace.
• Conduct regular food audits to ensure standards meet flagship expectations.

Front-of-House Leadership & Culture:

• Set the emotional tone of the café — energized, polished, welcoming, confident.
• Coach in real time to refine service technique and guest connection skills.
• Drive hospitality training focused on presence, personalization, and luxury standards.
• Conduct formal performance conversations including quarterly reviews, performance improvement discussions and recognition conversations.

Brand & Ambiance Stewardship:

• Ensure the café environment — music, lighting, cleanliness, table presentation — supports a premium hospitality experience.
• Partner with Marketing and Brand teams to flawlessly execute events and activations from a guest-experience perspective.

Administrative & Business Ownership:

• Create front of house schedules aligned with service expectations and corresponding S&B rates
• Input and manage schedules within the payroll scheduling system accurately and in a timely manner
• Oversee Ralph’s Coffee merchandise ordering; maintaining appropriate par levels and monitoring sales trends to prevent out of stock items while minimizing excess inventory
• Review and reconcile timecards to ensure payroll accuracy and labor compliance
• Recruit, interview and staff all front of house positions in partnership with the General Manager
• Assist the General Manager with administrative responsibilities including reporting, communication and special projects as needed

Experience, Skills, and Knowledge

• 5+ years experience leadership experience in luxury hospitality or premium food & beverage environment
• Highly polished communicator with exceptional emotional intelligence.
• Deep appreciation for luxury, brand storytelling and elevated service standards
• Passionate about service rituals, storytelling, and brand immersion.
• Flexible schedule, including weekends, evenings and special events as required by the business
• Exceptional communication, coaching and interpersonal skills