Description
As our VIP Hospitality Manager, you will be responsible for monitoring and implementing all events in the Private Space for high net worth guests,
- You will also ensure that all guests receive a 5-star luxury hospitality service during their visit.
- Help leading the VIP team
- Act as an ambassador to deliver the Private Client / High Net Worth guest experience
- Support develop and implement the strategy for the VIP department aligned with the company's overall Hospitality and Guest Services strategies, mission, vision & values together with the Marketing and Retail departments
- Manage the Hospitality team assuring emotional interaction with guests and providing qualified information of brands and territory services and activities
- Help implement the best guest services practices for the company and ensure that programmes, systems,
procedures and initiatives are shared among the different stakeholders
- Ensure the VIP department is operating efficiently keeping the delivery of high quality guest experience at all time and maintained in excellent conditions
- Ensure that there is suitable and sufficient support for the different guest profiles at all times
- Promote a range of innovative and efficient ‘concierge style’ services including hands-free shopping service, valet parking, airmiles redemption, transport services such as Shopping Express® daily coach service
- Create and maintain excellent business relationships with the VIP’s and HNWI’s at all times and do everything possible to exceed their expectations
- Drive and implement the right measures to avoid the service delivery failures and ensure that there is continuous improvement
- Build strong relationships with both current and potential Brand partners to ensure that our Private Client / HNW guest receives a luxury retail experience
- Deliver consistent service with the highest quality to guests
- Provide information of all brands and the unique offer/promotions for our guests
- Ensure that all guest comments and complaints are properly recorded, reacted on and resolved
- Assist and guide all departments to resolve comments and complaints from the guests
- Work closely with the training and Brand Services team to develop the Hospitality & Guest Services Standards and the training content to ensure that our staff can meet the Company’s standards
- Maintain close communication with mainly Marketing, Retail and Hospitality team
- Continuously build and maintain relationships with key stakeholders across the business to pull in additional guests and deliver an agreed number of events on a yearly basis
- Assist in the launch and implementation of the Privilege Card for the Compàny
- Provide recommendations and insights on new services and system to enhance the quality of services
- Maintain an up-to-date CRM database for the Company
- Compile and consolidate regular reports for the Hospitality Department
- Provide regular updates on the competitions knowledge, e.g. activities, promotions, services and guest journey touch points, etc.
- Provide regular updates on the events and activities in the department
- Attend Meetings as requested, e.g. Brand meetings, Marketing & Morning Huddle (daily) and/ or Hospitality team Meetings among others
- Support the Hospitality team members when required
**Requirements**:
About You
We are looking for an individual who can display the following experience and skills:
- Experience as a guest relation/concierge/ private client events coordinator in a luxury environment, including hotel, retail or event sectors
- Strong experience with high net worth and international guests with a good understanding of 5* guest services requirements
- Experience in leading a team
- Computer literate with high proficiency on Microsoft Office
- Knowledge in data base systems is highly preferrable
- Inherent understanding of guests needs, cultures, behaviors and a passion for delivering excellent standards in service and hospitality
- Strong interpersonal and communication skills
- Able to work well with all levels across the business
- Excellent organizational skills, with the ability to prioritize varying demands whilst working under pressure
- Proactive, dynamic and open-minded
- Attention to detail, responsible and able to work without close supervision
- Flexibility to work on a shift pattern basis, including weekends and bank holidays
- Fluent in English and Spanish, any other European language would be beneficial