Seasonal Vip Experience Manager - Rancho Mirage, United States - Sensei Wellness Holdings Inc.,

Sensei Wellness Holdings Inc.,

Verified Company

Rancho Mirage, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Salary Range
$70,000 - $80,000 based on previous experience and qualifications

Position Description

The VIP Experience Manager will plan and guide the VIP guest experience through building itineraries, collaborating with the Sensei Team in planning and executing any changes both pre-arrival and throughout the guest's stay.

The VIP Experience Manager will be responsible for managing the VIP guest experience by being the first to greet guests at arrival, the last to offer a fond farewell, and offering highly personalized service throughout the stay as the single point of contact.

This position will integrate with all operating departments on day-to-day operations.

Responsibilities

Organize and monitor VIP and Sabbatical guest profiles, including but not limited to: Opera, GMS, Alice, Guide App, B4T, and OpenTable.
Oversee the VIP guest experience through reservation, inspections, arrival and departure, services and communications
Creating cohesive stay resumes and itineraries for all VIP and Sabbatical guests that are shared to all employees during the planning stage
Act as the liaison between the Retreat and the VIP Travel Agents and/or Assistants, beginning at Pre-Arrival and following up postdeparture
Coordinate and communicate day of event schedules for Media and Site Tours
Coordinate with the Marketing Team to plan Media stays; create and execute any Media or TA site alerts to the operations team
Conduct site tours for Travel Agents, VIPs, potential clients, meeting planners, and Media
Organize and monitor the training of the Experience Desk operations, including but not limited to: the Experience Specialist team for front desk, guest scheduling, outside concierge activities and the Bell/Valet/Door experience
Training and developing Front of House team members, including offering consistent coaching, counseling and motivation
Serve as the ManageronDuty with Front of House teams when resolving any guest opportunities as needed: troubleshooting, resolving, and upholding the highest guest service standards. Taking ownership to ensure guest glitches are recovered to the full extend
Audit itinerary management which includes building itineraries and adjustments during prearrival and throughout the guest stay, collaborate with the Sensei Guides Team to support guests' Sensei Wellness Packages. Collaborate with the Pre-Arrival Team to ensure a smooth handover of guest itineraries
Manage intradepartmental communication to inform, update and followup on guest opportunities and requests
Knowledgeable on the Wellness team's schedules and practitioner's proficiencies in different modalities, able to troubleshoot Book4Time when needed
Maintaining Front of House inventory, ensuring the team has the supplies needed to be successful and guests have access to all amenities offered
Greets guests and checks them into their guestrooms following established Sensei procedures, including but not limited to assuring all necessary guest information is received and entered, obtaining credit card for expenses, informing guests of pertinent hotel policies as well as their Sensei Wellness package and itinerary, issuing room keys, guiding guests to guestrooms and other Resort spaces
Fulfills guests' requests and ensure their stay is as pleasurable as possible; Empowered in turning around any guest opportunities that may arise; taking ownership to troubleshoot, resolve, and uphold the highest guest service standards
Makes and confirms Resort reservations for future guests following Sensei reservations procedures when the reservations team is unavailable
Provide itinerary management which includes building itineraries and adjustments during pre arrival and throughout the guest stay, collaborate with the Sensei Guides Team to support guests' Sensei Wellness Packages
Manage intradepartmental communication to inform, update and followup on guest needs
Collaborate with key experience stakeholders to ensure a smooth prearrival process
Knowledgeable on the Wellness team's schedules and practitioner's proficiencies in different modalities
Knowledgeable on Sensei by Nobu menu and In Room Dining menu, assisting guests with placing orders in room
Track daily arrival and departure times as well as Daily Guest Movement, coordinate housekeeping service and amenity deliveries according to personalized guest itineraries
Checks guests out of hotel following established Sensei procedures including but not limited to folios, collecting payment, and answering any guest questions
Maintains front desk area in a clean and orderly fashion
Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing/shipping
Ensuring the confidentiality and security of all guests
Perform all job duties In a safe manner and abide by all safety policies and procedures
Adhere to all company and departmental guidelines
Perform other tasks as