VIP Guest Experience Manager
Core
Strategic luxury hospitality leader responsible for curating exceptional guest experiences and overseeing daily operations of Guest Relations, Concierge, VIP Services, and guest experience initiatives across the resort.
Role type
Senior IC Guest Experience Manager (Luxury Hospitality)
Builds
Personalized guest itineraries, VIP arrivals, suite experiences, and bespoke local activities for high-value guests.
Domain
Luxury hospitality / Resort operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Luxury hospitality leadership, VIP management, service recovery, team recruitment and coaching, operational management, financial acumen, guest satisfaction metrics analysis, Opera Cloud proficiency
Preferred skills
Forbes Travel Guide standards knowledge, LQA standards knowledge, TrustYou metrics knowledge, Microsoft Office proficiency, guest experience technology proficiency
Responsibilities
Lead daily arrival planning for VIPs and suite guests, curate bespoke itineraries and premium local experiences, lead and develop a best-in-class Concierge team, recruit and mentor high-performing Guest Experience and Concierge team members, ensure alignment with Fairmont Brand Standards and guest satisfaction metrics, partner with operational departments to orchestrate exceptional guest experiences
Seniority
Senior, hands-on IC with leadership responsibilities