Job Description

San Vicente Club Overview:

San Vicente Bungalows is a prestigious private members-only club located in West Hollywood, California. Since its 2018 opening, SVB has established itself as a premier destination for individuals seeking a refined and intimate social experience. Our exclusive establishment offers an oasis of tranquility, luxury, and personalized service to our esteemed members. Building on the success of the original West Hollywood location, SVB has expanded to Santa Monica and New York City .

San Vicente West Village Overview:

SVWV is located in the historic Jane Hotel which faces the iconic Pier 51, SVWV imbues West Village charm and New York’s most desired elements. Like SVB West Hollywood, membership at SVWV is highly selective. With a rooftop cafe, 1st floor restaurant and bar, private meeting spaces, hotel rooms, living room like décor, and multi-floor layout, members enjoy an enhanced ‘home-away from-home’ experience. The New York Community of members will bring together entertainment, media, fashion, design, art, architecture, music, and technology thought leaders. Membership will be generationally and ethnically diverse as New York City itself.

Position Purpose

The Director of Guest Experience is a key leadership role responsible for ensuring a seamless and exceptional member and guest experience from reservation to arrival. This position involves overseeing the daily operations of the front desk and arrival process for our food & beverage outlets, events, and nine guest suites, managing the reservation system, and supervising a team of front desk staff. The ideal candidate should possess an extensive background in Food & Beverage operations, ideally in a high-end, high-volume setting, and be committed to maintaining the highest standards of service excellence.

Duties and Responsibilities

Arrival Process:

Ensure a welcoming and seamless arrival experience for all members and guests. Ensure the front desk team greets members upon arrival and escort members and guests to their seats efficiently while maintaining club standards Ensure the seating for all restaurant outlets are plotted in collaboration with our membership and operations teams and follows club standards to maximize covers. Manage the flow of both traffic and communication throughout the club (Dining room, drawing room, mezzanine lounge, event spaces, disco, and rooftop)

Front Desk Operations Management

Manage the reservations operations, handle inquiries via email, text, and phone, and ensure all guest interactions are handled professionally and promptly.

Team Leadership:

Oversee the front desk team, including training, scheduling, and supervising staff to ensure adherence to club standards. Lead daily stand-up meetings to ensure smooth operations and clear communication.

Standard Operating Procedures (SOP):

Develop, implement, and regularly update all front office SOPs to maintain consistency, efficiency, and high standards of service.

Club Experience Oversight:

Oversee the arrival experience, including the plotting of seating arrangements throughout the property, ensuring alignment with club standards for member satisfaction.

Member Feedback and Relationship Management:

Collaborate with the Membership team to monitor member and guest feedback, address concerns, and implement strategies to exceed member expectations. Resolve issues quickly, efficiently, and courteously.

Cross-Department Communication:

Maintain effective communication with all departments (e.g., Housekeeping, Engineering, Food & Beverage) to ensure member and guest needs are met and operational issues are promptly addressed.

Reservation and Revenue Management:

Verify room status, manage reservations, cancellations, no-shows, and billings, ensuring that accurate records are maintained to optimize revenue generation.

Concierge Services:

Provide concierge-type services to members and guests, offering assistance with reservations, requests, and general club-related inquiries.

Group Event Coordination:

Maintain and monitor group information, relay relevant details to staff, and ensure that all group requirements are met efficiently. Maintain function board in the lobby to ensure visibility for all team members.

Financial and Policy Oversight:

Ensure compliance with club check-cashing and credit policies, and assist with daily revenue record collection.

Problem Resolution:

Respond to member and guest issues, ensuring resolutions are quick, courteous, and professional.

Communication Across Shifts:

Ensure all information from each shift (member concerns, special requests, etc.) is properly communicated to the next shift for continuity of service.

Meeting Participation:

Attend weekly staff and departmental meetings to discuss updates, challenges, and strategies for improvement.

Additional Responsibilities:

Perform other tasks as assigned by management to support overall club operations.

Qualifications:

· Extensive Food & Beverage background, in a high-volume, high-end setting is required.

· Strong leadership and team management skills, with experience training, scheduling, and supervising front office staff.

· Excellent interpersonal and communication skills, both written and verbal.

· Demonstrated ability to handle member and guest inquiries, complaints, and concerns in a professional and effective manner.

· Proficient in reservation systems (SevenRooms and Opera) and front desk operations.

· Ability to work well under pressure in a fast-paced, high-demand environment.

· Strong organizational skills and attention to detail.

· Prior experience in a luxury hotel and/or private club setting is highly preferred.

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