VIP Guest Relations Manager

NOBU RYOKAN MALIBU•Malibu, CA

11d•$70,000 - $74,000•Onsite

About The Position

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.

Requirements

Minimum of two years’ luxury travel and /or hotel sales management experience required.
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.
Ability to visually review documents and computer screen throughout day.
Ability to walk or stand for extended periods of time during course of shift.
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.
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.
High school diploma or equivalent vocational training certificate required.
Ability to utilize computer software and hardware required.
Ability to easily maneuver on computer keyboard required.
Must be customer-service oriented and have excellent hospitality skills.

Nice To Haves

Previous experiences in the luxury hotel market working with VIP clients through pre-arrival and throughout the duration of their stay.
Bachelor Degree and/or Hotel Management Degree preferred.

Responsibilities

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.).
Capturing guest preferences and important details on guest stays and communicating to the operational team in advance of arrival.
Offering higher level room types or ancillary services to drive additional revenue when presented with the opportunity to upsell.
Prospecting past guests for future stays over need periods and further out dates to ensure base business.
Actioning the arrivals report, guest preferences and ensuring the operational team is communicated on special requests, guest movements, etc.
Preparing weekly, monthly, quarterly, and annual reports as required, i.e. lost business reports, turn-down reports, etc.
Organizing and participating in appropriate sites and familiarizations as needed.
Utilizing computer software applications to effectively track, solicit, book and follow up on accounts in a proactive manner.
Implementing directives as outlined from the General Manager.
Upholding the highest standard of internal and external customer service at all times.
Performing any and all other tasks which are assigned.