VIP Experience Manager

## Compensation Type
Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Located in the exclusive Nob Hill neighborhood and in the process of going through a complete reimagination, The Huntington provides guests with modern amenities and conveniences within a historic space. Guests can enjoy fine dining, a three level spa, beautiful rooms and suites as well as meeting and event spaces without ever leaving the property. The Huntington provides guests with the best location and amenities San Francisco has to offer.

Overview

The VIP Experience Manager leads the planning and coordination of personalized experiences for the hotel's VIP and Distinguished Guests. Working closely with the General Manager, Chief Concierge, and department leaders, the position serves as a consistent point of contact throughout the guest journey, ensuring that preferences are understood, arrangements are thoughtfully executed, and concerns receive timely attention.

The role combines direct guest engagement with coordination across departments, service recovery, and ongoing improvement of the VIP experience. Support for the General Manager is focused on guest relationships, special visits, and related communications rather than general executive office administration.

Responsibilities

Responsibilities

VIP Planning and Personalization: 30%

- Review upcoming VIP and Distinguished Guest arrivals, including returning guests, special occasions, and other priority stays, to identify preferences, expectations, and opportunities for personalization.

- Develop individualized arrival and stay plans in partnership with the Chief Concierge, Front Office, Housekeeping, Food and Beverage, and other relevant departments.

- Connect with guests or their representatives before arrival, as appropriate, to confirm preferences, special requests, itineraries, and important details.

- Coordinate room preferences, welcome amenities, personalized letters, flowers, celebration arrangements, and other thoughtful touches within approved guidelines and budgets.

- Prepare and communicate VIP arrival briefings that clearly identify arrangements, responsible departments, timing, and any outstanding decisions or concerns.

- Maintain accurate guest preference records, documenting relevant information with care and respecting guest privacy and confidentiality.

Arrival, Stay, and Departure Coordination: 25%

- Serve as a primary point of contact for assigned VIP guests, providing a warm welcome and maintaining appropriate contact throughout their stay.

- Partner with Front Office and Housekeeping to confirm room readiness, accommodation preferences, and completion of agreed arrival arrangements.

- Verify the accuracy, timing, and presentation of amenities and special touches, coordinating corrections with the responsible department when needed.

- Work with the Chief Concierge and operating teams to coordinate dining, transportation, celebrations, activities, and other special arrangements.

- Monitor changes to arrival times, itineraries, and guest needs, adjusting arrangements and keeping affected departments informed.

- Coordinate departure arrangements, farewell touches, and appropriate follow up, sharing relevant preferences and feedback to support future visits.

Guest Relationships and Service Recovery: 20%

- Build genuine relationships with VIP and returning guests by anticipating needs, recognizing preferences, and providing attentive service without being intrusive.

- Proactively check guest satisfaction at appropriate points during the stay and address concerns before they develop into larger service issues.

- Review guest concerns, gather relevant information, and work with department leaders to develop practical and timely resolutions.

- Arrange service recovery within documented authority and approved budgets, seeking leadership approval for exceptions or significant commitments.

- Escalate sensitive, unresolved, or high impact matters to the General Manager or appropriate leader, providing a clear summary and recommended response.

- Follow through after a concern is addressed to confirm guest satisfaction and document lessons that may prevent similar issues.

General Manager Partnership and Special Visits: 15%

- Keep the General Manager informed of significant VIP arrivals, guest milestones, sensitive concerns, and opportunities for personal engagement.

- Coordinate the General Manager's guest greetings, welcome notes, personal calls, and other relationship building touchpoints.

- Prepare concise guest profiles and visit briefings that highlight preferences, prior experiences, special arrangements, and matters requiring leadership attention.

- Coordinate the guest experience elements of ownership, corporate, and executive visits, including accommodations, arrival arrangements, amenities, and hospitality.

- Draft personalized guest correspondence and proposed responses on behalf of the General Manager, obtaining review and approval as appropriate.

- Translate the General Manager's guest experience priorities into clear plans with department leaders and confirm completion of agreed commitments.

VIP Program Quality and Improvement: 10%

- Review VIP feedback, recurring requests, service concerns, and operational observations to identify opportunities to improve the guest experience.

- Recommend enhancements to amenity offerings, recognition practices, communication, and coordination across departments.

- Monitor amenity use, availability, and related spending with the responsible teams, recommending adjustments that balance personalization, consistency, and cost.

- Maintain organized planning tools and shared information so that departments have timely, accurate details about upcoming VIP needs.

- Lead assigned VIP experience improvement projects, coordinating implementation and evaluating results with the Chief Concierge and relevant department leaders.

- Share guest insights and examples of thoughtful service with colleagues to strengthen consistency and recognition practices.

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.

Benefits

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

- Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions

- Paid holidays

- Paid vacation

- Paid sick leave (provided in accordance with applicable law)

- Employee assistance program (EAP)

- Educational opportunities / Tuition reimbursement

- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service

- Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

- 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year

- Up to 20 days of paid vacation per year, based on classification and length of service

- 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

- 8 paid holidays per year

- Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.

- Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

Posting Date

This job opening was posted on September 24, 2026 and will remain open for at least 75 days.