Senior Celebrity Services Manager

JOB SUMMARY

The Celebrity Manager is responsible for upholding the Brand Standards of Celebrity Service by managing a team of well-trained Celebrity Agents. Acts as the Ambassador between the Events and Sales Team to promote effective cross-team communications and support event effectiveness. Upholds Labor Budgets, with the Front Office and Amenity Budgets, and with Events and Sales Budgets. Represents the Entertainment department throughout the hotel. Creates personal relationships and builds relational networks both within the hotel and the local area. Keeps up with hotel updates and training opportunities. Manages and coordinates the activities of the celebrity services and concierge departments to verify that VIP guests are appropriately accommodated, and hotel and area information is accurately provided to guests. Manages and coordinates the daily activities of the celebrity services and concierge departments including VIP guest registration, room accommodations, arrangement requests, billing and checkout procedures. Supervises the activities and monitor the performance of the celebrity services and concierge staff. Assists with the preparation and administration of the celebrity services and concierge departmental budget. Partners with operational departments to verify that VIP guest specifications and requests are executed. Verifies that the celebrity services staff is knowledgeable of services promotes property venues first while maintaining the ability to assist with outside venues. Works closely with the Food and Beverage team regarding restaurant reservations and promotions for VIP guests. Maintains current knowledge of local area, attractions and events.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 3 years of experience in the, guest services, front desk, or related professional area.

OR

• Bachelor’s degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1-year experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Managing Celebrity Services

• Manages and coordinates the daily activities of the celebrity services departments including Celebrity guest registration, room accommodations, arrangement requests, billing and checkout procedures.
• Supervises the activities and monitors the performance of the celebrity services and staff.
• Assists with the preparation and administration of the celebrity services departmental budget.
• Upholds Labor Budgets, with the Front Office and Amenity Budgets, and with Events and Sales Budgets.
• Assists Agents in collecting Collects Celebrity guest profiles prior to their hotel stay to determine specifications and special requests.
• Keeps up with hotel updates and training opportunities.
• Generates daily and weekly reports to verify the accuracy of Celebrity guest reservations and billing.
• Verifies that the celebrity services staff is knowledgeable of services promotes property venues first while maintaining the ability to assist with outside venues.
• Gives prompt and individual attention to VIP guests to handle issues and provide resolution.
• Maintains current knowledge of local area, attractions and events.
• Assists in managing front office operations and staff as business dictates

Coordinating with Other Departments

• Acts as ambassador between the Events and Sales teams.
• Represents the Entertainment department throughout the hotel.
• Partners with operational departments to verify that guest specifications and requests are executed.
• Creates personal relationships and builds relational networks both within the hotel and the local area.
• Communicates weekly Celebrity and Marriott Bonvoy Ambassador arrivals to Rooms division, Engineering, Events, F&B and Sales management.
• Works closely with the Food and Beverage team regarding restaurant reservations and promotions for Celebrity guests.

Supporting Human Resources

• Interviews, selects and trains associates.
• Sets and adjusts associate’s rates of pay and hours of work.
• Directs the work of associates.
• Appraises employee’s productivity and efficiency for the purpose of recommending promotions or other changes in status.
• Handles employee complaints and executes disciplinary action as needed.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Provides for the safety and security of the associates or the property.
• Controls the flow and distribution of materials or merchandise and supplies.

The salary range for this position is $83,000 to $99,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. 

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Why have less when you can have MORE — all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel—offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Read Full Description