Guest Recognition Manager

Irvine Company Irvine, CA


It means we're free to do as we please, without being forced to color inside the lines. It means you'll find everything you'd expect to find at a hotel, presented with a flair for the unexpected. It means we're smart, stylish and charismatic, keeping current with the latest trends and responsive to the ever-changing needs of the modern world. Hotel Irvine features personalized service, pops of bright color and energy bursting from every space. With 536 stylish rooms & suites and exceptional food & beverage options, we've thoughtfully designed every space and amenity with our guests' in mind. We're not like other hotels, and that's kind of the point.

Position Summary:

The CEM is the point of contact and liaison to all VIP, return business travelers and potential repeat guests representing the HI experience in each interaction and funneling strategic information to the correct channels to directly impact sales and revenue. The CEM will also track and maintain preferences, make contact via pre/post stay emails and train all guest facing areas in relevant information pertaining to their specific guests.

Job Duties:

* Utilize a system for pre-arrival and welcome notes/calls/emails to return BT guests and potential repeat customers.

* Review daily/weekly arrivals, VIP's, special requests, individual needs and coordinates with other departments.

* Daily creation of VIP arrival list and subsequent dissemination of information to all operational areas.

* Implement technology programs to enhance guest experience.

* Execute and continue to develop customer engagement program. These responsibilities include the continuation and enhancement of the current program, tracking and inputting preferences, seeking guest feedback and information, coordinating delivery of guest preferences.

* Identify potential BT customers who may qualify for corporate rates, promo codes, or group events and funnel to appropriate channel

* Utilize info gathering technique to identify and secure new business, becoming a key member within the BT sales team.

* Collaborate with other staff members to activate and plan activities for hotel guests. Including creation of SOP's, policies and procedures.

* Pre, during and post communications with VIPs and return BT customers to include emails, Zingle and or app technology.

* Coordination of VIP and return BT amenities.

* Assistance in the training and selling of Club 12 in the reservations, host desk and booking channel environments.

* Assist in championing the iprefer program.

* Utilization of