Assistant Manager - Platinum Customers

Key Responsibilities

Influence & Relationship Management

● Serve as the single point of contact for HNI clients, building trust through proactive engagement and personalized service.

● Anticipate client needs, influence guest decisions positively, and promote brand loyalty through tailored recommendations and thoughtful interactions.

● Cultivate long-term relationships by understanding preferences, lifestyles, and expectations.

Technical Contribution & Service Excellence

● Manage reservations, special requests, and bespoke arrangements such as private tours, curated dining, or entertainment experiences.

● Ensure flawless coordination across departments (Front Office, Concierge, F&B, Housekeeping) to deliver seamless VIP experiences.

● Apply problem-solving expertise to swiftly resolve concerns while maintaining the highest standards of service.

Strategic Alignment & Client Experience

● Align VIP client experiences with the organization’s broader brand and service strategies.

● Monitor guest satisfaction and feedback to identify opportunities for continuous improvement.

● Develop and implement initiatives that enhance exclusivity, guest delight, and repeat patronage.

Leadership & Team Collaboration

● Act as a liaison between clients and internal teams, guiding departments to deliver cohesive, elevated service experiences.

● Mentor and influence colleagues in guest-facing roles to uphold HNI service standards.

● Lead by example, embodying professionalism, discretion, and guest-centric values.

Communication & Confidentiality

● Communicate with clarity, empathy, and diplomacy to ensure client confidence and satisfaction.

● Handle all interactions with utmost confidentiality, safeguarding client privacy at all times.

● Maintain strong written and verbal communication to align stakeholders on client expectations and service delivery.

Additional Requirements:

● Bachelor’s degree in Hospitality Management, Business Administration, or related field.

● Exceptional interpersonal and influencing skills, with the ability to connect across diverse cultures and personalities.

● Strong organizational capability, attention to detail, and the ability to multitask in a dynamic, fast-paced environment.

● Skilled at problem resolution with tact, diplomacy, and composure.

● Demonstrated ability to collaborate effectively across teams while maintaining professionalism under pressure