VIP Ambassador, Executive Office

The Boca Raton•Boca Raton, FL

1d•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 verbal and written communication skills.
Excellent customer service skills, including attention to detail, understanding and anticipating guests’ needs, empathy, and active listening.
Problem-solving and conflict resolution abilities.
Cultural sensitivity and discretion.
Ability to work seamlessly with other departments.
Demonstrate leadership qualities in guiding and assisting other hotel staff when needed.
Knowledge of Luxury Hospitality Standards, including Forbes 5-Star Standards.
Professional appearance, grooming, and presentation.
Ability to maintain composure in all situations, remaining polite, calm, and collected.
Efficient task management and prioritizing requests.
Familiarity with hotel systems, including property management systems and booking software.
Sales and upselling skills.
High school graduate or equivalent required.
Minimum of 1-3 years of progressive experience in luxury hotel or resort.
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs.
Requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

Nice To Haves

Associate or bachelor's degree in hospitality management, Business Administration, or related field.
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.
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.
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.
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 Weekly VIP Report.
Perform other reasonable duties as required by management.