Clienteling Manager

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Job summary -

• Act as ambassador of hotel / resort and representative of senior management for high profile guests throughout their visit, and enhance experience for guests, both off and on property.

Essential Duties and Responsibilities – (Key Activities)

• Maintain complete knowledge of all property operations, hours of services and local attractions throughout varied seasons as well as a strong operational awareness to ensure quick service reaction & ensure all internal programs such “Destinations by Lexus” are well understood.

• Anticipate guests’ needs, respond promptly and acknowledge all guests at all times. Contact guest pre-arrival to ascertain special needs. Make the necessary notation in guest profile. Follow through on special requests with Concierge or other departments as needed.

• Act as ambassador of hotel / resort and representative of senior management by building and maintaining relationships with high profile guests both on and off property. This role requires a creative approach on providing an enhanced stay experience, global recognition, exclusive access and gifting.

• Manage daily arrivals report to ensure accuracy of information.

• Assists with pre-arrival communications, ensuring that all leisure guests have been reached out at least 3 days prior to their arrival.

• Work with Concierge to generate itineraries for guests as needed, especially for any VIP guests.

• Direct operation requirements for the Guest Recognition Program. Ensure amenity placement, organize welcome cards for greetings and special occasions: assist and coordinate senior management’s involvement in preparing.

• Ensure to be a point of contact for all VIP guests, both on & off-property. Inform senior management of any new bookings.

• Supervise butler team in ensuring their daily tasks are completed and assist when needed.

• Represent Assistant Director of Clienteling in his absence and ensure the standards of LQA, Forbes and Michelin are respected and met at all times.

• Be a creative thinker and think outside of the box, assisting the ADOC with gifting projects.

• Recover guests who had issues, ensuring no guests depart the hotel without appropriate recovery

• Participate and lead the Rosewood Daily Review in the absence of the Assistant Director of Clienteling

• Support Sales effort of special events including but not limited to Weddings, FAM Trips, Press Visits, Site Inspections. Review resume for arriving group, ensuring all traces have been input into Opera; assist Sales Manager in organizing activities where necessary.

• Monitor arrival / departure schedule of VIP guests to ensure personal welcome and farewell.

• Inspect VIP arriving guest accommodations. Ensure all standards are met and correct amenity placement as well as any requests made by guest prior to arrival. Coordinate and communicate efforts with Housekeeping, Room Service and Engineering, assuring all is in order.

• Maintain a high level of professional appearance and demeanor of self and subordinates.

• Complete required monthly reports in timely manner.

• Perform all other duties as required.

This list of essential functions is not exhaustive and may be supplemented as necessary.

Other Standard responsibilities –

Technical Skills -

• Ability to presell & upsell rooms and experiences

• Strong communication skills (oral, written, listening)

• Exceptional guest relations skills.

• Strong organizational skills.

• High proficiency in Excel a strong asset.

• Fluency in OPERA, Knowcross, Alice, Glowing, Birchstreet, TrustYou preferred.

Education or Certification -

• Minimum two years’ experience in guest contact position within luxury property.

• Hospitality Trade School diploma / certification.

Language -

• Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements -

• Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Others –

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.