VIP Experience Manager

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Why us?

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 a 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. Come join the team at Shinola Detroit and experience the artful hospitality this boutique hotel has to offer.

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!

Job Overview

Oversees guest experience for arriving, departing and in-house guests and VIP's 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.

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.

Qualifications

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; 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.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

Environment

Work inside 95% shift. Material/Equipment used. Prolonged standing at indoor, thermostatically climate-controlled workstation.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.

Benefits

• Medical, dental, & vision insurance

• Eligible to participate in the Company's 401(k) program with employer matching

• Health savings and flexible spending accounts

• Basic Life and AD&D insurance

• Employee Assistance Program

• Great discounts on Hotels, Restaurants, and much more.

• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

ID: 2024-22065

Position Type: Regular Full-Time

Property : Shinola Detroit

Outlet: Hotel

Category: Front Desk & Guest Services

Address : 1400 Woodward Ave

City : Detroit

State : Michigan

EOE Protected Veterans/Disability