Senior Manager, Premium Client Services

Senior Manager, Premium Client Services

The Senior Manager, Premium Client Services, will be responsible for managing all aspects of VVIP services for LIV Golf tournaments, ensuring a seamless and luxurious experience for high-profile guests, including C-suite executives, PIF guests, corporate partners, marketing influencers, and celebrities. This role encompasses pre-event planning, on-site coordination, and post-event follow-up.

Job Responsibilities/What You Will Be Doing

Pre-Event Planning:

• Become an expert with the guest management database.

• Develop templates, a schedule of events, and tournament information within the database.

• Track and manage all VIP guest communications and statuses within the system.

Guest Identification and Invitations:

• Collaborate with LIV Golf's internal departments to identify and invite VIP and Pro-Am guests.

• Utilising the guest management system, coordinate the creation and distribution of personalised invitations and registration links, ensuring they are sent 3-4 weeks in advance.

• Send reminder emails for unregistered guests 3 days to 1 week post-invitation.

• Update the respective teams on the invite and RSVP status of their guests.

Travel and Accommodation Arrangements:

• Manage the booking of flights for Tier 1 guests, ensuring all details align with guest preferences and internal approvals.

• Secure hotel accommodations for Tier 1 and Tier 2 guests, coordinating with the internal travel and logistics team.

Transportation Coordination:

• Arrange transportation services for Tier 1 and Tier 2 guests, including airport transfers and black car service to and from the course and ancillary events.

• Coordinate with the Transportation department to ensure smooth operation and communication.

Gifting

• Lead premium gifting strategy across VIPs attending events. Liaise with internal stakeholders on needs and preferences.

• Oversee inventory, manage tracking documents, and organise gifting logistics between events.

• Arrange room drops for Tier 1 and 2 guests staying in the official hotel.

Credential and Access Management:

• Ensure all guests receive the appropriate credentials and access passes for the tournament and hospitality areas.

• Work with the event management company, along with hospitality staff, to manage guest lists and entry points.

Event Documentation and Communication:

• Draft, send, and manage confirmations and itineraries for guests.

• Prepare and distribute a detailed event guide, including schedules, maps, and contact information.

• Regularly update internal teams on guest status and special requirements.

• Work in conjunction with the event management company to map out the VIP guest journey from arrival through departure.

• Create and manage a hospitality handbook for event days and Pro Am day.

On-Site Coordination:

Guest Greeting and Escorting:

• Oversee the host/ess team who will assist with greeting and escorting VVIP guests when they arrive on-site.

• Ensure all VVIP guests are met upon arrival and escorted into the event, ensuring they feel welcomed and attended to.

• Provide white-glove service throughout the tournament, addressing any needs or requests promptly.

Hospitality Management:

• Oversee the setup and management of VIP hospitality suites and areas, ensuring they meet the highest standards of comfort and luxury.

• Coordinate with catering and service staff to provide exceptional food and beverage offerings.

• Ensure the availability of charging stations, Wi-Fi, and other amenities.

Event Execution:

• Monitor the flow of guests and manage any logistical challenges that arise.

• Work closely with internal stakeholders to deliver special touches, such as driving range and first tee experience, inside the ropes tours, etc.

• Address and resolve any guest issues or concerns immediately.

Post-Event Follow-Up:

Guest Feedback and Reporting:

• Collect feedback from VVIP guests regarding their experience.

• Compile detailed reports on guest satisfaction, highlighting successes and areas for improvement.

Billing and Reconciliation:

• Ensure all invoices and payments related to guest travel, accommodations, and services are processed accurately.

• Work with the finance department to reconcile any outstanding charges or discrepancies.

Continuous Improvement:

• Develop and implement strategies to enhance the VVIP experience for future tournaments.

• Stay updated on industry trends and best practices in luxury hospitality and guest services.

Required Skills/What We Are Looking For From You

Experience:

• 5-7 years of experience in hospitality, event management, or VIP services, with a focus on high-profile guest management.

Required Skills:

• Exceptional interpersonal and communication skills, both written and verbal.

• Superior organisational skills and extraordinary attention to detail.

• Ability to manage multiple tasks and priorities in a fast-paced environment.

• Strong problem-solving skills and adaptability.

• Proficiency in Microsoft Office Suite and Google Docs.

• Willingness to travel globally as required.

• Ability to work flexible hours, including weekends and holidays as needed.

You Will Thrive Here If:

• You are committed to delivering world-class experiences that reflect the prestige and standards of our brand.

• You possess the poise, discretion, and professionalism required to engage seamlessly with high-profile guests and stakeholders.

• You excel in dynamic, fast-paced environments where strategic vision and flawless execution must align.

• You take pride in anticipating needs, elevating standards, and ensuring every interaction is executed with precision.

• You are motivated by collaboration across diverse teams to deliver hospitality experiences that set new benchmarks in the industry.

LIV Golf is an equal opportunity employer that is committed to diversity and inclusion in the workplace and the equal treatment of all current and prospective employees. We prohibit discrimination and harassment of any kind based on age, gender, disability, religion or belief, sexual orientation, marital status, pregnancy, race, ethnicity, or any other status protected by the laws or regulations where we operate. This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, termination, leave of absence, compensation, benefits, training, and apprenticeships. LIV Golf Investments makes hiring decisions based solely on qualifications, merit, and business needs at the time.