VIP Experience Manager

Huntington San Francisco • San Francisco, CA

8d • $73,000 - $76,000 • Onsite

About The Position

The VIP Experience Manager leads the planning and coordination of personalized experiences for the hotel's VIP and Distinguished Guests. Working closely with the General Manager, Chief Concierge, and department leaders, the position serves as a consistent point of contact throughout the guest journey, ensuring that preferences are understood, arrangements are thoughtfully executed, and concerns receive timely attention. The role combines direct guest engagement with coordination across departments, service recovery, and ongoing improvement of the VIP experience. Support for the General Manager is focused on guest relationships, special visits, and related communications rather than general executive office administration.

Requirements

• Previous experience in hospitality, administrative support, guest services, or a related environment required.
• Ability to manage multiple priorities, adapt to changing operational needs, and independently follow assignments through completion.
• Professional and service-oriented demeanor, and a polished presence.
• Strong written and verbal communication skills with the ability to interact effectively with guests, executive and external partners.
• Proficiency with Microsoft Office; experience with Opera PMS, Alice, or similar hotel systems preferred.
• Demonstrated initiative, resourcefulness and ability to work collaboratively across departments without requiring direct supervisory authority.
• Flexible availability including evenings, weekends, and holidays.
• This position operates throughout the hotel and requires regular and frequent movement between offices and other public spaces.

Nice To Haves

• experience with Opera PMS, Alice, or similar hotel systems

Responsibilities

• Review upcoming VIP and Distinguished Guest arrivals, including returning guests, special occasions, and other priority stays, to identify preferences, expectations, and opportunities for personalization.
• Develop individualized arrival and stay plans in partnership with the Chief Concierge, Front Office, Housekeeping, Food and Beverage, and other relevant departments.
• Connect with guests or their representatives before arrival, as appropriate, to confirm preferences, special requests, itineraries, and important details.
• Coordinate room preferences, welcome amenities, personalized letters, flowers, celebration arrangements, and other thoughtful touches within approved guidelines and budgets.
• Prepare and communicate VIP arrival briefings that clearly identify arrangements, responsible departments, timing, and any outstanding decisions or concerns.
• Maintain accurate guest preference records, documenting relevant information with care and respecting guest privacy and confidentiality.
• Serve as a primary point of contact for assigned VIP guests, providing a warm welcome and maintaining appropriate contact throughout their stay.
• Partner with Front Office and Housekeeping to confirm room readiness, accommodation preferences, and completion of agreed arrival arrangements.
• Verify the accuracy, timing, and presentation of amenities and special touches, coordinating corrections with the responsible department when needed.
• Work with the Chief Concierge and operating teams to coordinate dining, transportation, celebrations, activities, and other special arrangements.
• Monitor changes to arrival times, itineraries, and guest needs, adjusting arrangements and keeping affected departments informed.
• Coordinate departure arrangements, farewell touches, and appropriate follow up, sharing relevant preferences and feedback to support future visits.
• Build genuine relationships with VIP and returning guests by anticipating needs, recognizing preferences, and providing attentive service without being intrusive.
• Proactively check guest satisfaction at appropriate points during the stay and address concerns before they develop into larger service issues.
• Review guest concerns, gather relevant information, and work with department leaders to develop practical and timely resolutions.
• Arrange service recovery within documented authority and approved budgets, seeking leadership approval for exceptions or significant commitments.
• Escalate sensitive, unresolved, or high impact matters to the General Manager or appropriate leader, providing a clear summary and recommended response.
• Follow through after a concern is addressed to confirm guest satisfaction and document lessons that may prevent similar issues.
• Keep the General Manager informed of significant VIP arrivals, guest milestones, sensitive concerns, and opportunities for personal engagement.
• Coordinate the General Manager's guest greetings, welcome notes, personal calls, and other relationship building touchpoints.
• Prepare concise guest profiles and visit briefings that highlight preferences, prior experiences, special arrangements, and matters requiring leadership attention.
• Coordinate the guest experience elements of ownership, corporate, and executive visits, including accommodations, arrival arrangements, amenities, and hospitality.
• Draft personalized guest correspondence and proposed responses on behalf of the General Manager, obtaining review and approval as appropriate.
• Translate the General Manager's guest experience priorities into clear plans with department leaders and confirm completion of agreed commitments.
• Review VIP feedback, recurring requests, service concerns, and operational observations to identify opportunities to improve the guest experience.
• Recommend enhancements to amenity offerings, recognition practices, communication, and coordination across departments.
• Monitor amenity use, availability, and related spending with the responsible teams, recommending adjustments that balance personalization, consistency, and cost.
• Maintain organized planning tools and shared information so that departments have timely, accurate details about upcoming VIP needs.
• Lead assigned VIP experience improvement projects, coordinating implementation and evaluating results with the Chief Concierge and relevant department leaders.
• Share guest insights and examples of thoughtful service with colleagues to strengthen consistency and recognition practices.

Benefits

• Medical insurance
• dental insurance
• vision insurance
• life insurance
• short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed