VIP Experience Manager

Shinola Hotel Vip Experience Manager

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 doit'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

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.

Environment

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

Benefits

ID : 2025-29304

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