VIP Customer Relationship Supervisor📣 Job Ad

About the Role

RISE Enterprise is seeking a VIP Customer Relationship Supervisor to lead and manage its VIP Guest Relations team. This full-time role focuses on ensuring exceptional service and engagement for our most valued guests, maintaining strong relationships, and upholding brand standards.

Role Overview

The primary objective of this position is to oversee the handling, maintenance, and updating of VIP guest information to the highest standards. The Supervisor will ensure that personalized communication consistently encourages VIP guests to choose our brands for their significant moments, while also guiding the team in guest loyalty and influencer relations, and coaching colleagues to deliver a consistently exceptional experience.

Key Responsibilities

• Lead, train, and supervise the VIP Customer Relationship team, ensuring accurate guest profile management across all touchpoints.
• Oversee daily communication with VIP guests, maintaining warm, consistent, and personalized outreach across both branches.
• Develop and monitor guest engagement plans for special occasions such as birthdays, anniversaries, and milestones, encouraging guests to celebrate with us.
• Review and approve bespoke VIP experiences, coordinating with culinary, service, and events teams for flawless execution.
• Manage relationships with bloggers, influencers, and content creators, approving collaborations that align with brand standards.
• Address and resolve escalated guest and influencer concerns with discretion and ensure timely, satisfactory follow-up.
• Design, implement, and evaluate loyalty programs and retention initiatives, reporting on their effectiveness to senior management.
• Conduct audits of CRM data entry and guest/influencer records for accuracy and privacy compliance, providing team coaching on best practices.
• Collaborate with the marketing team on VIP and influencer campaign planning to ensure alignment with brand positioning and business objectives.
• Track team performance against guest retention and satisfaction KPIs, offering regular coaching, feedback, and performance reviews.

Qualifications and Experience

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
• A minimum of 5 years of experience in VIP relations, guest experience, or CRM.
• At least 1-2 years of experience in a supervisory or team-lead capacity.
• Prior experience within luxury hospitality, fine dining, or high-end retail is preferred.

Work Type

This is a full-time position within RISE Enterprise, focusing on direct engagement and relationship management with VIP clientele.

Application Process

Candidates who meet the above qualifications are encouraged to apply for this role.