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VIP Client Experience Specialist
2 months ago
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.
- 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.
- Financial Management: Oversee the department's financial processes, ensuring adherence to budgets and procedures.
- External Liaison: Coordinate with external service providers 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.
- Education: Holding a degree in Business, Marketing, Hospitality, or a related field.
- Experience: 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.
- Skills: 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.
- Personal Qualities: 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.
