Sage Hospitality Group
VIP Experience Manager – Shinola Hotel
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.
Responsibilities
Oversees guest experience for arriving, departing and in‑house guests and VIPs as determined by the hotel, 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.
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 check‑out, early check‑in issues and ensures guest satisfaction even when pending.
Executes last‑minute high‑end retail clientele arrivals and departures that meet and exceed expectations.
Owns each VIP guest throughout their stay.
Oversees aspects of the VIP program to include, personalizing service during the stay.
Contacts in‑house VIPs and high‑value guests to gain insight about their stay.
Follows up on any complaints or problems a guest may experience in a timely and professional fashion and determines response to ensure a quality guest experience.
Ensures proper communication to hotel on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
Ensures optimum guest satisfaction.
Facilitates creating, printing and distributing amenity cards for repeat guests, special occasions, etc.
Advances all VIP rooms to ensure highest quality level of cleanliness and special preparation.
Ensures VIP amenities are personalized and delivered.
Maintains a friendly, cheerful and courteous demeanor at all times.
Provides a warm welcome to all arriving and in‑house guests; demonstrates the spirit of hospitality during each guest interaction.
Courtly answers all guest inquiries and follows through on all requests.
Maintains 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.
Handles daily and administrative tasks for the Guest Experience Team. Coaches and guides the department, keeping staff accountable to comply with guests’ expectations and Shinola standards.
Qualifications
Education:
High School diploma or equivalent.
Experience:
Minimum two years of previous experience as a front desk manager or a minimum of four years of 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.
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; knowledge of standard cash handling procedures and 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 shifts (AM, PM, Evening, Overnight, Holidays) based on VIP arrivals.
Physical Demands
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, up to 20 lb. maximum.
Mobility – must be able to reach all areas of hotel to assist clients.
Carrying and lifting bar equipment, files and office items up to 25 lbs.
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.
#J-18808-Ljbffr
Responsibilities
Oversees guest experience for arriving, departing and in‑house guests and VIPs as determined by the hotel, 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.
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 check‑out, early check‑in issues and ensures guest satisfaction even when pending.
Executes last‑minute high‑end retail clientele arrivals and departures that meet and exceed expectations.
Owns each VIP guest throughout their stay.
Oversees aspects of the VIP program to include, personalizing service during the stay.
Contacts in‑house VIPs and high‑value guests to gain insight about their stay.
Follows up on any complaints or problems a guest may experience in a timely and professional fashion and determines response to ensure a quality guest experience.
Ensures proper communication to hotel on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
Ensures optimum guest satisfaction.
Facilitates creating, printing and distributing amenity cards for repeat guests, special occasions, etc.
Advances all VIP rooms to ensure highest quality level of cleanliness and special preparation.
Ensures VIP amenities are personalized and delivered.
Maintains a friendly, cheerful and courteous demeanor at all times.
Provides a warm welcome to all arriving and in‑house guests; demonstrates the spirit of hospitality during each guest interaction.
Courtly answers all guest inquiries and follows through on all requests.
Maintains 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.
Handles daily and administrative tasks for the Guest Experience Team. Coaches and guides the department, keeping staff accountable to comply with guests’ expectations and Shinola standards.
Qualifications
Education:
High School diploma or equivalent.
Experience:
Minimum two years of previous experience as a front desk manager or a minimum of four years of 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.
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; knowledge of standard cash handling procedures and 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 shifts (AM, PM, Evening, Overnight, Holidays) based on VIP arrivals.
Physical Demands
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, up to 20 lb. maximum.
Mobility – must be able to reach all areas of hotel to assist clients.
Carrying and lifting bar equipment, files and office items up to 25 lbs.
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.
#J-18808-Ljbffr