Overnight Experience ArchitectureManager

About CORE:

At CORE: we curate a global community of unlike-minded individuals united by their courage to defy definitions. Our members and Partners are relentlessly curious world builders, change makers, visionaries, leaders, and agents of transformation, who come from a range of thirteen distinct industries. As a community, we are committed to our collective performance, powered by dynamic engagement and exchange.

Position Summary:

The Overnight Experience Architecture Manager is responsible for overseeing all operational and member-facing activity at CORE: during overnight hours. This role serves as the senior on-site leader overnight, with full responsibility for supervising the overnight team, maintaining service excellence, and ensuring continuity between daytime and overnight operations.

This position requires a calm, confident leader who is comfortable operating autonomously while building strong relationships across teams and holding partners accountable to CORE: standards. The Overnight Experience Architecture Manager is entrusted with safeguarding the member experience during hours when vigilance, sound judgment, and proactive decision-making are critical.

As the primary point of contact for members, guests, and internal stakeholders overnight, the Overnight Experience Architecture Manager ensures all arrivals are properly welcomed and checked in, member requests are documented and fulfilled with care, and any issues are resolved promptly and discreetly. They maintain clear communication with department leads, ensuring accurate handover notes and operational readiness for the following day.

Through disciplined execution, attention to detail, and a visible on-site presence, the Overnight Experience Architecture Manager upholds CORE: culture of excellence, accountability, and hospitality. By thoughtfully managing every aspect of the overnight experience, this role plays a vital part in delivering a seamless, refined, and memorable journey for members and guests while setting the organization up for success each morning.

The Specifics

Overnight Leadership & Member Experience

• Serve as the senior on-site leader during overnight hours, overseeing all Experience Architecture front and back office operations, including arrivals, departures, reservations, and member and guest inquiries.
• Lead and manage the overnight Services (Housekeeping) team, ensuring all front- and back-of-house spaces meet CORE: cleanliness, presentation, and readiness standards.
• Oversee completion of overnight housekeeping special projects as directed by the Services Director.
• Provide ongoing guidance, coaching, and support to overnight teams, reinforcing accountability, service culture, and operational discipline.
• Act as the primary overnight decision-maker and escalation point for member or guest concerns, resolving matters with discretion, efficiency, and anticipatory care.
• Maintain a visible and engaged lobby presence while effectively balancing administrative and operational responsibilities.
• Collaborate closely with Security, Services, Culinary, Food & Beverage, and other departments to ensure seamless overnight operations.
• Demonstrate composure, adaptability, and sound judgment in a dynamic environment with limited overnight staffing.

Overnight Operations & Execution

• Ensure all arriving members and guests are accurately checked in and reflected in MEWS.
• Review and respond to all overnight correspondence, including member emails, Executive Assistant communications, and Partner Club inquiries.
• Accurately enter all completed daily rectifications into Salesforce.
• Complete and review the Daily Newsletter, ensuring accuracy, clarity, and relevance for incoming teams.
• Manage all pre-arrival and confirmation communications, including:
• Preparing and sending pre-arrival emails for guests checking in within 72 hours.
• Immediately drafting and scheduling confirmation emails for new suite reservations.
• Ensuring all relevant stakeholders are copied on confirmations, including Milano Members when applicable.
• Update, print, and post all required overnight operational materials, including:
• Next-day Suite Occupancy Overview
• Updated suite member photographs
• Amenity request forms (distributed to Pastry, Chef’s Office, 17th Floor Kitchen, and Services)
• Prepare suite key cards for upcoming arrivals and verify functionality through testing after programming.
• Write suite welcome cards for next-day arrivals when required.
• Print and distribute SevenRooms covers for all designated outlets and host stands.
• Ensure all suite requests from pre-arrival communications are accurately documented in MEWS.
• Review voicemail messages and Lost & Found logs; issue alerts to NYC Partners when necessary.
• Conduct a minimum of two comprehensive walkthroughs of all suites and public areas per shift to ensure safety, cleanliness, and readiness.

Morning Transition & Reporting

• Oversee morning readiness for the Services team, including departure preparation, gym setup, and placement of standard amenities.
• Activate steam and sauna services upon request.
• Distribute newspapers according to established floor assignments.
• Welcome early-morning gym members and maintain a visible lobby presence during peak transition hours.
• Compile and distribute a detailed Overnight Report to designated leadership and operational teams before the end of shift.

Scheduling & Administration

• Work scheduled overnight shifts and participate in rotation or additional coverage as operational needs require.
• Arrange coverage or personally step in during call-outs, emergencies, or staffing shortages.
• Support Experience Architecture leadership with scheduling balance, payroll accuracy, and time-off tracking as needed.
• Monitor and maintain inventory of overnight office supplies, printed materials, and operational equipment.

Operations, Accountability & Standards

• Review overnight operational data to identify trends, risks, and opportunities for improvement; document insights and recommendations.
• Maintain full ownership and accountability for all overnight responsibilities, ensuring thorough follow-through and clear handoff communication.
• Adhere to all CORE: guidelines, including punctuality, preparedness, and professional conduct.
• Perform additional duties as assigned by leadership, contributing collaboratively and proactively to the success of CORE:.

Ideal Attributes:

• Relentless curiosity
• Resourcefulness
• Resilience

Experience & Qualifications

• Minimum of 3 years’ experience in a managerial role within luxury hospitality or a comparable service-driven environment.
• Exceptional verbal and written communication skills, with strong command of luxury service standards.
• Highly developed interpersonal skills with the ability to lead, multitask, and remain composed under pressure.
• Strong organizational skills and attention to detail.
• Proficiency with phone systems, hospitality platforms, and general computer applications.
• Bilingual or multilingual capabilities are a plus.
• Solid understanding of hotel, private club, and/or restaurant operations and best practices in guest service.