Assistant Manager - Platinum Customers

Lohono StaysMumbai, Maharashtra, India

5 days ago

Job description

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

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Assistant Manager • Mumbai, Maharashtra, India

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