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VIP Guest Relations Manager

Job Details

Management
Nobu Malibu - Malibu, CA
Full Time
$70000.00 - $80000.00 Salary/year

Description

Job Summary

Reporting directly to the General Manager, the VIP Guest Relations Manager is responsible for incoming guest reservations and providing the highest level of guest service. The ideal candidate will have previous experiences in the luxury hotel market working with VIP clients through pre-arrival and throughout the duration of their stay.

 

Essential Functions of VIP Guest Relations Manager

The responsibilities and essential job functions include but are not limited to the following:

  • Responsible for managing all direct inquiries and reservations from start through completion.
  • Building and maintaining relationships with guests and with third parties representing guests
  • (travel agencies, personal assistants, concierge teams, etc.).
  • Capture guest preferences and important details on guest stays and communicate to
  • operational team in advance of arrival.
  • When presented the opportunity to upsell, offer higher level room types or ancillary services to
  • drive additional revenue.
  • Prospecting of past guests for future stays over need periods and further out dates to ensure
  • base business.
  • Action the arrivals report, guest preferences and ensure the operational team is communicated
  • on special requests, guest movements, etc.
  • Prepare weekly, monthly, quarterly, and annual reports as required, i.e. lost business reports,
  • turn-down reports, etc.
  • Organize and participate in appropriate sites and familiarizations as needed.
  • Utilize computer software applications to effectively track, solicit, book and follow up on
  • accounts in a proactive manner.
  • Implement directives as outlined from the General Manager.
  • Uphold the highest standard of internal and external customer service at all times. 
  • Perform any and all other tasks which are assigned.


 

Qualifications

Qualifications

  • Preferred experience selling for a luxury hotel brand.
  • Ability to develop relationships with all levels of clientele, and interact with people from
  • different cultures and backgrounds.
  • Astute attention to detail.
  • A passion for exceeding client expectations.
  • Highly organized, results-oriented with the ability to work well under pressure.
  • Excellent written, verbal and interpersonal communication skills essential.
  • Strong negotiation skills.
  • Computer literacy in various applications
  • Positive attitude and supportive, team based approach towards the attainment of the hotel’s short and long term goals.
  • Ability to work flexible hours and days, weekends and holidays if necessary.

 

Working Conditions & Physical Requirements

Physical Effort:

Significant portions of day require prolonged standing, moving and sedentary work. Ability to visually review documents and computer screen throughout day.

Physical Environment:

Ability to walk or stand for extended periods of time during course of shift. 

Manual Skills

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.

Work Schedule:

 Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel, which includes evenings, weekends, and holidays.

Safety:

Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

 

Education:

High school diploma or equivalent vocational training certificate required.  Bachelor Degree and/or Hotel Management Degree preferred.

Experience:

Minimum of two years’ luxury travel and /or hotel sales management experience required.

Computer Skill & Other Technical Skills:

Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.

Other:

Must be customer-service oriented and have excellent hospitality skills.

 

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