Luxury Client Liaison

7 days ago

London, Greater London, United Kingdom Excel Winner Full time
About the Role

We are seeking a highly skilled and experienced Client Relationship Manager to join our team at Excel Winner. As a key member of our Estate Management department, you will be responsible for cultivating and nurturing our most valued client relationships.

Key Responsibilities
  • VIP Client Satisfaction: Manage and fulfill all VIP requests in a timely and professional manner, exceeding client expectations. This includes accompanying VIP clients on external appointments or events as required.
  • Develop Relationships: Build and maintain strong, long-term relationships with high-value clients through personalized communication and tailored solutions.
  • Proactive Support: Anticipate and address potential issues before they arise, providing solutions and support to enhance the overall customer experience.
  • Manage VIP Accounts: Serve as the primary point of contact for VIP customers' external requirements, addressing their needs and ensuring a seamless experience.
  • Strategic Planning: Collaborate with senior management to develop and implement strategies for VIP customer retention and satisfaction.
  • Feedback and Insights: Collect and analyze feedback from VIP customers to identify trends, preferences, and areas for improvement.
  • Event Coordination: Plan and coordinate exclusive events, promotions, and experiences tailored to VIP clients.
  • Cross-Functional Collaboration: Work closely with Sales & Marketing to ensure VIP customers' needs are met and to communicate any special requirements or feedback.
  • Administrative Support: Assist the department in completing necessary applications as determined by the company for the Estate department.
  • Financial Management: Oversee the department's financial processes, ensuring adherence to budgets and procedures.
  • External Liaison: Coordinate with external service providers, such as chauffeurs and tour guides, to meet the specific needs of VIP clients.
  • Short-Stay Apartment Management: Ensure short-stay apartments are prepared for occupancy with minimal notice, addressing any defects and maintaining hotel standards.
  • Departmental Support: Provide support to the department as directed by the line manager.
  • Reporting: Prepare and deliver weekly reports and presentations on VIP client management activities and performance metrics.
Requirements
  • Holding a degree in Business, Marketing, Hospitality, or a related field.
  • Good experience in luxury hotel customer service, account management, or a similar role, with recent years focused on VIP or high-net-worth/Ultra high-net-worth clients.
  • Demonstrated ability to cater to the needs of ultra-wealthy clientele, with a specific focus on clients from China, Hong Kong, or other Asian markets.
  • Proven experience in a high-end hospitality environment, resourceful, with good connections with different service providers in hospitality and recreation sector.
  • Fluency in Chinese and English is essential.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to manage multiple high-priority tasks effectively.
  • Proficiency in Microsoft Office Suite.
  • High level of professionalism and discretion.
  • Strong organizational and time-management skills.
  • Creative thinking with a customer-centric approach.
  • Occasional work out of hours to meet the demands of guest needs.
  • Ability to collaborate effectively with colleagues in the same team and across departments to achieve department's goal.

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