VIP Experience Manager

VIP Experience Manager

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 corrections with the responsible department when needed.
• Work with the Chief Concierge and operating teams to coordinate dining, transportation, celebrations, activities, and other special arrangements.
• Monitor changes to arrival times, itineraries, and guest needs, adjusting arrangements and keeping affected departments informed.
• Coordinate departure arrangements, farewell touches, and appropriate follow up, sharing relevant preferences and feedback to support future visits.

Guest Relationships and Service Recovery: 20%

• Build genuine relationships with VIP and returning guests by anticipating needs, recognizing preferences, and providing attentive service without being intrusive.
• Proactively check guest satisfaction at appropriate points during the stay and address concerns before they develop into larger service issues.
• Review guest concerns, gather relevant information, and work with department leaders to develop practical and timely resolutions.
• Arrange service recovery within documented authority and approved budgets, seeking leadership approval for exceptions or significant commitments.
• Escalate sensitive, unresolved, or high impact matters to the General Manager or appropriate leader, providing a clear summary and recommended response.
• Follow through after a concern is addressed to confirm guest satisfaction and document lessons that may prevent similar issues.

General Manager Partnership and Special Visits: 15%

• Keep the General Manager informed of significant VIP arrivals, guest milestones, sensitive…