VIP Manager

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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. What started as a watch company has transformed into a luxury brand that creates lasting impact on visitors and locals alike, with products and services uniquely their own. Born in Detroit, the Shinola team has an unwavering commitment to build upon the city’s history and create thoughtfully designed spaces and experiences.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth.

We hope you consider joining us!

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 C/O, early C/I issue and ensures 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 to include 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 a guest may experience in a timely and professional manner and determines response to ensure a quality guest experience.
• Ensures proper communication to hotel on all activities in a way that ensures guest needs are met in a timely fashion.
• Ensures optimum guest satisfaction.
• Facilitates creating, printing and distributing Amenity Cards for repeat guests, special occasions, etc.
• Advances all VIP rooms to ensure highest quality level of cleanliness and special preparation.
• Ensures VIP amenities are personalized and delivered.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Provides a warm welcome to all arriving and in‑house guests; demonstrates the spirit of hospitality during each guest interaction.
• Courteously answers all guest inquiries and follows through on all requests.
• Maintains excellent guest relations by staying 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 administrative tasks for Guest Experience Team. Coaches and guides department, keeping staff accountable to comply with guests’ expectations and Shinola standards.

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…