VIP Experience Manager

Compensation Type

Yearly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel

Located in the exclusive Nob Hill neighborhood and in the process of going through a complete reimagination, The Huntington provides guests with modern amenities and conveniences within a historic space. Guests can enjoy fine dining, a three level spa, beautiful rooms and suites as well as meeting and event spaces without ever leaving the property. The Huntington provides guests with the best location and amenities San Francisco has to offer.

The VIP Experience Manager leads the planning and coordination of personalized experiences for the hotel's VIP and Distinguished Guests. Working closely with the General Manager, Chief Concierge, and department leaders, the position serves as a consistent point of contact throughout the guest journey, ensuring that preferences are understood, arrangements are thoughtfully executed, and concerns receive timely attention.

The role combines direct guest engagement with coordination across departments, service recovery, and ongoing improvement of the VIP experience. Support for the General Manager is focused on guest relationships, special visits, and related communications rather than general executive office administration.

Responsibilities

VIP Planning and Personalization: 30%

• Review upcoming VIP and Distinguished Guest arrivals, including returning guests, special occasions, and other priority stays, to identify preferences, expectations, and opportunities for personalization.
• Develop individualized arrival and stay plans in partnership with the Chief Concierge, Front Office, Housekeeping, Food and Beverage, and other relevant departments.
• Connect with guests or their representatives before arrival, as appropriate, to confirm preferences, special requests, itineraries, and important details.
• Coordinate room preferences, welcome amenities, personalized letters, flowers, celebration arrangements, and other thoughtful touches within approved guidelines and budgets.
• Prepare and communicate VIP arrival briefings that clearly identify arrangements, responsible departments, timing, and any outstanding decisions or concerns.
• Maintain accurate guest preference records, documenting relevant information with care and respecting guest privacy and confidentiality.

Arrival, Stay, and Departure Coordination: 25%

• Serve as a primary point of contact for assigned VIP guests, providing a warm welcome and maintaining appropriate contact throughout their stay.
• Partner with Front Office and Housekeeping to confirm room readiness, accommodation preferences, and completion of agreed arrival arrangements.
• Verify the accuracy, timing, and presentation of amenities and special touches, coordinating…