Offer summary

Qualifications:

Experience in hospitality or luxury customer service., Strong communication and relationship-building skills., Excellent organizational and multitasking abilities., Fluency in English; Spanish or French is a plus..

Key responsibilities:

Act as the primary contact for VIP guests throughout their stay.

Coordinate personalized services and anticipate guest needs.

Monitor the entire guest journey from pre-arrival to post-departure.

Handle VIP issues promptly and build strong relationships to encourage loyalty.

Job description

Job Title: VIP Experience Manager Location: Remote
Reports to: Guest Services Director / Operations Manager

Position Summary: Corporate Stays is looking for a highly customer-focused VIP Experience Manager to deliver exceptional, personalized service to our VIP and high-value guests. This role is dedicated to monitoring every guest touchpoint from pre-arrival to post-departure, ensuring flawless execution of personalized services, fast issue resolution, and a world-class guest experience that drives loyalty and referrals.

Key Responsibilities:

1. VIP Guest Experience Management

Act as the
primary point of contact for VIP and high-value guests throughout their stay.
Coordinate personalized services (special amenities, custom welcome packages, preferred unit selection).
Proactively anticipate guest needs and exceed expectations.

2. Pre-Arrival to Post-Departure Oversight

Monitor every stage of the guest journey: booking confirmation, pre-arrival communication, on-site service, and follow-up after departure.
Ensure all VIP-related service requests and preferences are logged and executed.

3. Issue Resolution & Escalation

Handle VIP issues or complaints with priority response.
Coordinate with operations, housekeeping, and maintenance teams to ensure prompt resolution within agreed timeframes.

4. Reporting & Relationship Management

Track VIP guest satisfaction and provide weekly reports to management.
Build strong relationships with VIP clients to encourage repeat stays and referrals.

Key Performance Indicators (KPIs)
Your success will be measured against:

VIP guest satisfaction score: > 97%
% of VIP issues resolved within 4 hours: Target 90%+
% of personalized touches delivered as planned: Target 95%+
Increase in repeat stays or referrals from VIP guests: Track quarterly growth

Required Skills & Qualifications

Hospitality or luxury customer service experience required (corporate housing or hotel industry preferred).
Exceptional communication and relationship-building skills.
Strong organizational and multitasking abilities.
Ability to remain calm under pressure and resolve issues quickly.
Fluent English required; Spanish or French is a plus.

What We Offer