Apply on Employer Site

Sage Hospitality Group · 17 hours ago

VIP Experience Manager

Detroit, MI

Full-time

Onsite

Entry, Mid Level

2+ years exp

Sage Hospitality Group is seeking a VIP Experience Manager for the Shinola Hotel, known as Detroit's new living room. The role involves overseeing guest experiences for VIPs and ensuring exceptional service, while also managing the VIP program to create personalized experiences for loyal guests.

HospitalityLifestyleReal Estate Investment

Growth Opportunities

Responsibilities

Orchestrates, welcomes, and coordinates the delivery of VIP amenities

Champions and improves ranking of our TripAdvisor program

Champions our growing Luxury Travel segment by developing relationships with guests

Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending

Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations

Own each VIP guest throughout their stay

Oversees aspects of the VIP program to include, personalizing service during the stay

Contact in-house VIPs and high value guests to gain insight about their stay

Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience

Ensure proper communication to hotel on all hotel activities in a way that ensures that guest needs are being met in a timely fashion

Ensure optimum guest satisfaction

Facilitate creating, printing and distributing Amenity Cards for Repeat Guests, special occasions, etc

Advance all VIP rooms to ensure highest quality level of cleanliness and special preparation

Ensure VIP amenities are personalized and delivered

Maintain a friendly, cheerful and courteous demeanor always

Provide a warm welcome to all arriving and in-house guests; demonstrate the spirit of hospitality during each guest interaction

Courteously answer all guest inquiries and follow through on all requests

Maintain excellent guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone

Daily and administrative tasks for Guest Experience Team. Coach and guide department, keep staff accountable to comply with guests’ expectations and Shinola standards

Qualification

Guest relations experienceVIP program managementSupervisory skillsHotel front office proceduresCustomer service skillsFluent in EnglishOrganizational skillsAttention to detail

Required

High School diploma or equivalent

Minimum two years previous experience as a front desk manager or minimum of four years front office or guest relations experience in a hotel environment

Must have total understanding of all hotel front office procedures

Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job

Requires supervisory/management skills

Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing

Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems

Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills

Must be fluent in oral and written English

Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations

Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks

Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc

Available to work various shift AM, PM, Evening, Overnight, Holidays based on VIP arrivals

Ability to read written forms of communication and monochrome computer screen

Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing

90% of shift is standing, Bending/kneeling - repeated bending and kneeling required

Pushing/pulling small carts

Lifting of food and beverages on and off carts, 20 lb. maximum

Mobility - must be able to reach all areas of hotel to assist clients

Carrying and lifting of bar equipment, files and office items up to 25 lbs