VIP Manager

Overview

Shinola Hotel is seeking a VIP Experience Manager to create timeless memories and quality experiences for guests and associates alike. The world’s first Shinola Hotel is Detroit’s new living room, transforming from a watch company into a luxury brand with products and services uniquely their own. Shinola Detroit invites you to join the team and experience the artful hospitality this boutique hotel has to offer.

As part of Sage Hospitality Group, we strive to be the best and create excellence in everything we do, empowering employees to make positive impacts in the communities in which we live and work through genuine service that builds relationships and unforgettable experiences. We are looking for independent thinkers who harness their entrepreneurial spirit and are willing to forge their own path, welcoming risk takers and creative spirits alike.

Job Overview

Oversees guest experience for arriving, departing and in-house guests and VIPs as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Elevates the guest experience through activations and hotel presence within the Front Office. Oversees the VIP program to provide exceptional and personalized experiences for our most loyal guests.

Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Orchestrates, welcomes, and coordinates the delivery of VIP amenities.
• Champions and improves ranking of our Trip Advisor program.
• Champions our growing Luxury Travel segment by developing relationships with guests.
• Helps mitigate late check-out, early check-in issues and ensure guest satisfaction even when pending.
• Executes last minute high-end retail clientele, arrivals and departures that meet and exceed expectations.
• Owns each VIP guest throughout their stay.
• Oversees aspects of the VIP program including personalizing service during the stay.
• Contacts in-house VIPs and high-value guests to gain insight about their stay.
• Follows up on any complaints or problems in a timely and professional fashion and determines response to ensure a quality guest experience.
• Ensures proper communication to the hotel on all activities to meet guest needs in a timely fashion.
• Ensures optimum guest satisfaction.
• Facilitates creating, printing and distributing Amenity Cards for Repeat Guests and special occasions.
• Advances all VIP rooms to ensure the highest quality level of cleanliness and special preparation.
• Ensures VIP amenities are personalized and delivered.
• Maintains a friendly, cheerful and courteous demeanor always.
• Provides a warm welcome to all arriving and in-house guests and demonstrates the spirit of hospitality during each interaction.
• Courteously answers all guest inquiries and follows through on all requests.
• Maintains excellent guest relations by staying informed about in-house and area functions to answer questions with timely and knowledgeable responses, in person and by phone.
• Performs daily and administrative tasks for the Guest Experience Team; coaches and guides the department and holds staff accountable to Shinola standards.

Education/Formal Training

High School diploma or equivalent

Experience

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.

Knowledge/Skills

• 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; knowledge of standard cash handling procedures and computerized cash register systems.
• Past experience in dealing directly with the public and general knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service…