Job Details

Job Type

Full-time

Description

VIP Manager

Property: Hotel Californian
Department: Guest Experience
Reports To: General Manager
FLSA Status: Exempt
Location: SantaBarbara, California

Position Summary

The VIP Manager is the steward of elevated guest relationships at Hotel Californian, responsible for delivering seamless, highly personalized experiences for VIPs, celebrities, ownership guests, repeat patrons, brand partners, and high-profile clientele. This role serves as the primary point of contact before, during, and after arrival-anticipating needs, resolving issues discreetly, and ensuring each interaction reflects the hotel's luxury standards and cultural sophistication.

This position requires exceptional emotional intelligence, discretion, operational fluency, and a service mindset rooted in warmth, authenticity, and polish.

Core Responsibilities
VIP Guest Experience & Relationship Management

• Serve as the primary liaison for VIP, celebrity, ownership, media, and high-profile guests.
• Proactively coordinate pre-arrival planning, including preferences, amenities, transportation, security considerations, and special requests.
• Personally welcome VIP guests and maintain presence throughout their stay to ensure flawless execution and satisfaction.
• Anticipate guest needs through detailed profile management and preference tracking.

Brand Representation & Service Excellence

• Uphold Hotel Californian's luxury brand standards in all guest interactions.
• Deliver discreet, intuitive service while maintaining confidentiality and professionalism at all times.
• Act as a brand ambassador, ensuring guests feel recognized, valued, and personally cared for.

Cross-Departmental Coordination

• Partner with Front Office, Housekeeping, Engineering, F&B, Security, Spa, and Sales to orchestrate seamless VIP stays.
• Ensure room readiness, amenity execution, turndown personalization, and experience delivery are aligned and timely.
• Communicate VIP details clearly and appropriately to relevant departments while preserving guest privacy.

Issue Resolution & Service Recovery

• Act swiftly and diplomatically to resolve guest concerns or service gaps.
• Empowered to make service recovery decisions consistent with brand standards and leadership guidance.
• Follow up personally to ensure satisfaction and strengthen long-term guest loyalty.

Data, Reporting & Continuous Improvement

• Maintain accurate guest profiles, preferences, and stay history within the PMS and CRM systems.
• Track VIP feedback, trends, and opportunities to enhance personalization and repeat visitation.
• Provide insights and recommendations to leadership regarding guest experience enhancements.

Qualifications & Experience

• Bachelor's degree in Hospitality Management or related field preferred.
• 5-8+ years of experience in luxury hospitality, guest relations, concierge, or front office leadership roles.
• Proven experience working with high-profile, celebrity, or ultra-luxury clientele.
• Exceptional interpersonal, communication, and conflict-resolution skills.
• Strong operational knowledge of hotel systems (PMS, CRM) and luxury service standards.
• Ability to exercise sound judgment, discretion, and confidentiality at all times.
• Flexible schedule, including evenings, weekends, and holidays, as business requires.

Leadership & Behavioral Competencies

• Poised, polished, and emotionally intelligent
• Detail-oriented with a strong sense of urgency
• Calm under pressure; solutions-focused
• Naturally hospitable with a luxury service mindset
• Trusted partner to leadership and operations teams

Physical & Work Environment Requirements

• Ability to stand, walk, and move throughout the property for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Frequent interaction with guests in dynamic, fast-paced environment
• Perform other duties consistent with the scope, responsibility, and expectations of the VIP Manager role.

Salary Description

$70,304