About PopStroke

About the role

What you'll do

• Oversee all operations of the Members-Only VIP lounge, bottle service, sushi bar, and pool area with cabanas.
• Manage the scheduling, training, and performance of team members to ensure exceptional service for VIP guests and members.
• Maintain a service mindset and delivery of service standards and expectations appropriate around influential and discerning guests, and understand their unique interests, preferences, and desired experiences.
• Support strategic initiatives related to building a strong membership base and enhance events and create exceptional experiences to build loyalty.
• Manage guest requests such as reservations, registration, concierge requests, general planning and crafting visits or events as well as owning all guest concerns, resolving issues immediately and following up to ensure guests’ satisfaction.
• Ensure that every guest is recognized meaningfully.
• Identify opportunities for guest-centric experiences throughout the VIP lounge and pool outlet and establish SOPs and protocols to ensure all team members deliver on these opportunities.
• Serve as a point of contact (i.e., conduct meet and greets) during dining, and other VIP lounge activity touchpoints to build rapport and connection.
• Interact with guests in a professional, accommodating manner and grant special requests whenever possible, and promptly resolve and escalate guest experience challenges, and assist with any guest inquiries throughout their visit.
• Manage VIP/member profiles ensuring they are meticulously updated during and post-visit with the expectation that the guest profile evolves and maximizes utilization of the preference database to enhance the guest journey.
• Assist with billing and conduct the bid farewell for a seamless departure.
• Develop collaborative relationships and synergies with all supporting departments such as marketing, finance, sales and events, facilities, golf operations, food and beverage and executive offices.
• Keep the General Manager promptly and fully informed of all issues.
• Ensure that proper security procedures are in place to protect employees, guests, and company assets. Ensure a safe working and guest environment to reduce the risk of injury and accidents.
• Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.  
• Perform other duties and responsibilities as required.

Qualifications

• At least 5 years of experience in hospitality, entertainment, or events industry, luxury experience preferred. 
• Exceptional aptitude in managing budgets, driving performance and increasing revenue
• Excellent guest service skills.
• Self-motivated.
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Exceptional personal presence with employees and guests; highly engaged in day-to-day operation
• Strong communication and interpersonal skills, with the ability to build relationships with clients.
• Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership
• Must be able to work flexible hours, including evenings and weekends
• Must be ale to work in a fast-paced environment, multiple tasks to be handled under time constraints.
• Highly organized with excellent time management skills.
• Professional appearance and demeanor
• Proficiency in Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Must be able to lift and carry 35 pounds; stand, walk or sit for extended period of time; work in indoor and outdoor environment.

PopStroke participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

PopStroke is an Equal Opportunity Employer.