Pre-Arrival Agent, Executive Office

The Boca Raton•Boca Raton, FL

5h•Onsite

About The Position

The ideal candidate is responsible for ensuring that high-profile guests and VIPs receive exceptional and personalized service before, during, and after their stay. They manage the preparation, communication, and execution of services for these guests, maintaining 5-Star standards of luxury and attention to detail. This role is crucial for ensuring that the most discerning guests receive an unforgettable experience from the moment they book until they depart.

Requirements

Exceptional Communication: Both verbal and written, to maintain high standards of interaction with VIP guests.
Excellent Customer Service: Attention to detail, understanding and anticipating guests’ needs, empathy and active listening to connect with guests.
Problem Solving and Conflict Resolution: Ability to handle any unexpected situation or request from VIPs.
Cultural Sensitivity and Discretion: Understanding and respecting different cultural norms and the need for confidentiality.
Teamwork and Collaboration: The ability to work seamlessly with other departments to ensure that all aspects of the VIP's experience are flawless.
Knowledge of Luxury Hospitality Standards: Understanding Forbes 5-Star Standards and product knowledge.
Professional appearance: Grooming and presentation as you represent the hotel’s brand, maintaining a polished and professional appearance is essential. VIP Ambassadors must maintain composure in all situations, remaining polite, calm, and collected, even when handling stressful or difficult situations.
Time management: Efficient task management and prioritizing requests.
Familiarity with Hotel Systems: Comfort with using property management systems, booking software, and any other technology utilized by the hotel to manage requests, bookings and itineraries.
Sales and Upselling Skills: The ability to upsell or suggest additional services that may enhance the VIP’s experience.
High school graduate or equivalent required.
Minimum of 1-3 years of progressive experience in luxury hotel or resort.

Nice To Haves

Associate or bachelor's degree in hospitality management, Business Administration, or related field.
A master’s degree or specialized certifications (e.g., CHA, CMP).

Responsibilities

Ensure accurate collection and maintenance of guest preferences and special requests. Gather information on VIP guests' needs, such as room preferences, dietary requirements, and personal preferences.
Contact VIP guests prior to their arrival to confirm details such as room preferences, transportation, and other bespoke requests. This can include welcome messages, special offers, or arranging pre-arrival amenities.
Work with the front desk, housekeeping, and F&B teams to prepare for VIP arrivals, ensuring that all details are noted and communicated across departments for seamless service delivery.
Oversee the preparation of the guest's arrival experience, which may include ensuring a smooth airport transfer, arranging for a personal welcome, and ensuring room upgrades or VIP amenities are ready.
Provide concierge support and personalized services to VIP guests, ensuring that every need is met and exceeded before and during their stay (e.g., restaurant reservations, spa appointments, customized experiences). Interact frequently with VIP guests to provide assistance and ensure guest satisfaction.
Manage any special requests or bespoke services (e.g., exclusive experience, or securing reservations at sought-after locations).
Build and maintain strong relationships with repeat VIP guests, ensuring they feel valued and special during every stay. This can include acknowledging milestones such as birthdays, anniversaries, and other important dates.
Ensure that the guest’s experience is tailored to their preferences, from the room set up to the types of amenities provided (e.g., pillows, scents, in-room refreshments).
Manage any crises or emergencies involving VIP guests, ensuring a swift and professional response to any issues, including health emergencies, room problems, or special requests.
Exercise a high degree of confidentiality, especially when dealing with high-profile individuals, respecting their privacy and protecting sensitive information.
Maintain detailed and accurate records of guest preferences, feedback, and any special requests. This information should be easily accessible for future reference.
Provide regular updates and reports to management on VIP arrivals, guest satisfaction, and any operational concerns related to the VIP and pre-arrival processes.
Prepare and send out the Daily VIP Reports.
Prepare and send out the Weekly VIP Report.
Perform other reasonable duties as required by management.