VIP Experience Lead – Luxury Hotel Personalization

Highgate; San Francisco (CA); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Paid sick leave

EAP

Tuition reimbursement

Jury duty leave

Personal leave

Medical leave

Military leave

Job summary

Highgate Hotels is seeking a VIP Experience Manager for The Huntington in San Francisco. You will lead personalized VIP arrangements, coordinating with the General Manager, Chief Concierge, and department leaders to ensure exceptional guest experiences from arrival to departure.

Responsibilities include planning, implementing tailored guest touches, maintaining privacy, and continuously improving the VIP program. Flexibility, teamwork, and strong communication are essential to success.

Qualifications

• 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.

Responsibilities

• VIP Planning and Personalization: Review upcoming VIP and Distinguished Guest arrivals to identify preferences and opportunities for personalization.
• Arrival, Stay, and Departure Coordination: Serve as a primary point of contact for assigned VIP guests and coordinate arrival and departure arrangements.
• Guest Relationships and Service Recovery: Build genuine relationships with VIP guests and address concerns to prevent issues.
• General Manager Partnership and Special Visits: Keep the General Manager informed of significant VIP arrivals and plan visits.
• VIP Program Quality and Improvement: Review VIP feedback and suggest enhancements to improve the guest experience.

Skills

Hospitality experience

Multitasking

Communication skills

Initiative

Flexibility

Tools

Microsoft Office

Opera PMS

Job description

Highgate Hotels is seeking a VIP Experience Manager for The Huntington in San Francisco. You will lead personalized VIP arrangements, coordinating with the General Manager, Chief Concierge, and department leaders to ensure exceptional guest experiences from arrival to departure.

Responsibilities include planning, implementing tailored guest touches, maintaining privacy, and continuously improving the VIP program. Flexibility, teamwork, and strong communication are essential to success.