Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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About the job
Rosewood Hotels and Resorts has various internal Guest Recognition and membership programs that track our top and most high-profile guests, alert, and inform our Executive Office and hotels on who these guests are, to ensure a flawless experience on property while providing personalized proactive outreach and experiences that develop into long term relationships.
The Director, Clienteling oversees these programs globally and is responsible for building the Rosewood community of VIP guests, focusing on proactive guest outreach calendars and clienteling with unique event and partnership development. The role will work closely with our Executive Office, Brand Leadership and Hotel Operations Guest Relations teams to implement, grow and develop the VIP Guest Engagement program and ensure consistency of experiences, communication, and service across our hotels globally.
Essential Duties and Responsibilities
VIP/ Top Guests Project Lead
- Develop, implement, and grow the VIP/Top Guests Recognition & Clienteling program.
- Work with the Analytics team to understand VIP client data, identify, select and nurture potential guests to invite into the program.
- Lead regular VIP cross-functional committee meetings reviewing guest management, experiences and obstacles.
- Establish a training and development program to support the global rollout.
- Design ways to systematically capture and receive individual feedback.
- Build brand reputation and authority by continuously acquiring knowledge in luxury travel, food and drink, exclusive events and happenings, sports fashion, art and culture and provide new inspiration for the Affinity community with opportunities for them to consider.
- Set targets and track the performance of KPIs across guest engagement and program effectiveness.
- Develop monthly reports & tools to support increasing guests’ frequency, spend, service results, advocacy, and financial success.
VIP/Top Guests Experience Orchestration (In Property & In Between Stay Engagement)
- Help implement and co-ordinate clienteling 1-1 actions across the entire guest journey with the property guest leads (pre, during, and post stay) to ensure the highest standards are met.
- Develop relationships with our VIP guests to better understand their needs and meet their expectations.
- Act as the key lead in all pro-active outreach and personal introductions to our key VIP guest segments ensuring 1-1 delivery of personalized recommendations, invitations, and experiences.
- Act as a role model for business and set the benchmark for service standards & Client Development strategies. Represent the program with internal and external stakeholders.
- Develop and launch unique events and introduce new partnerships that will engage existing guests and ensure the brand is perceived as dynamic.
- Co-ordinate and align with the Executive Office, Brand Communications Team and their PR Agency’s happenings & experiences that can be appealing for the audience.
- Propose initiatives, engagement, and action plans to support new property launches.
- Orchestrate and Implement outreach calendars and processes at Local, Regional and Global level.
Requirements
- Native English speaker, with excellent verbal and written communications skills
- Extensive experience dealing with VIP clientele and managing senior luxury retail/hospitality customer engagement teams
- Accustomed to working at the highest level of clientele and experienced in dealing with confidential information, data security and using discretion and sensitivity at all times
- Experience in networking and building personal and business relationships across a range of levels and VIP bases
- Ability to manage multiple stakeholders
- Has a global perspective and has deep passion and interest in travel, lifestyle and culture
- Advanced knowledge in digital CRM and marketing automation tools is preferred
- Must be confident with analytics and able to articulate insights with reports
- Must be able to work in a high-pressure, fast-paced environment and able to juggle multiple projects
- Solution-focused, detail-oriented individual with an entrepreneurial attitude
- Strong project management skills
- Managerial skill to lead a team and experience in coaching remote teams
- Assertive with impeccable presentation and communication skills when dealing with clients and colleagues at all levels
- Bachelor’s Degree in marketing, hotel management, communications, public relations or related discipline.
- Minimum seven years experience in a corporate office in a similar executive role or program management position, preferably in the hotel or luxury retail sector reporting to a member of the senior leadership team
Others
While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.
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