VIP Supervisor

The Colony Palm Beach•Palm Beach, FL

About The Position

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean. Your job requires providing management and related services consistent with your position for The Colony Palm Beach in Palm Beach, Florida, for The Hedges Inn in East Hampton, New York, and for any and all future projects in which the Wetenhall family engages during your employment, as needed. Please note that your job responsibilities are not limited to those contained in your written job description, and may encompass additional tasks or responsibilities consistent with your position. Your current compensation package encompasses and accounts for all such job responsibilities at all locations. For more information visit http://thecolonypalmbeach.com The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place. Job Overview: The VIP Services Supervisor is responsible for supervising and enhancing relationships with our most distinguished guest. This role requires a high level of professionalism, excellent communication skills, and the ability to understand and anticipate guest needs. VIP Services Supervisor will work closely with various departments to ensure The Colony VIP’s receive exceptional service during the pre-arrival process and during their stay. This role will work closely with the Residence Manager/ VIP Services Manager ensuring all VIP setups are executed in a timely manner. This role requires a proactive approach, high attention to detail and excellent time management.

Requirements

Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.
Ability to access and accurately input information using a moderately complex computer system, including property management systems.
Knowledge of Microsoft Office, specifically Word and Excel.
Strong knowledge of all applicable software programs used.
Must be able to multitask using multiple software applications at any given time.
Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
Must be an excellent communicator is all aspects of his/her job including coworkers and guests.
Always looking for the best interest for both guest and hotel.
Able to perform a job with attention to details and the ability to organize and handle multiple tasks effectively.
Must handle difficult situations and hold team associates accountable.
Effective verbal and written communication skills in English a must.
Must be able to work in teams and involve others in the decision-making process when applicable.
Ability to be fully flexible in availability to accommodate hotel occupancy and business demand.
Forward thinking and sharp trainer skills and ability to mentor and develop team members.
Ability to successfully motivate and lead a team through leading by example.
Ability to plan and organize large or multiple projects and complete within deadlines.
Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams.
MUST have flexible schedule, including availability on weekends and holidays as needed or directed.
Minimum 3-5 years of experience working in a 4-5-star HOTEL environment.
A minimum of 1-2 years of Front Office, Guest Services experience
Must have strong interpersonal skills.
Candidates with NO hotel luxury experience will NOT be considered.

Nice To Haves

Degree in Hospitality or Hotel Management preferred.

Responsibilities

Manage and supervise all VIP arrivals through coordination of pre-arrival and during stay.
Maintain Guest Stay Histories by updating Profiles in property system.
Act as a contact for Long-Term stay contracted guests.
Must be able to direct, guide and work collaboratively with all departments; specifically, Guest Experience, Guest Services, Housekeeping and IRD.
Has high level of accountability for Arrival and Guest Service results relating to Forbes Travel Guide, and Social Media surveys.
Have complete oversight of the Amenity program for ALL guests.
Meet and work with various vendors to ensure we stay competitive in the market and our vendors are delivering on five-star Forbes standards.
Support all training plans are submitted before a new employee attends orientation.
Attend weekly Rooms meetings if Manager is off to ensure communication of all incoming VIP’s is current and up to date.
Assign projects to support, motivate leadership team in supporting Forbes Five Star training and delivery.
Incorporate/inventory management system for VIP amenities and ensure proper supplies on always hand.
Communicates effectively both verbally and in writing to provide clear directions to staff.
Observes performance and encourages improvement.
Informs and updates subordinates on relevant information in a timely manner.
Uses creative skills to solve problems.
Ensures compliance with The Colony standards are met to ensure consistent high quality guest relations.
Support Front Office and Guest Services through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
Provides guestroom and hotel tours.
Must be familiar with all hotel services including spa, beach, and resort dining options.
Assists other guest services areas with daily operations and supervision.
Attend weekly leadership meetings if Manager if off.
Attend monthly front office department meetings if manager is off and be on time.
Work with Housekeeping and Front Office Leadership to ensure cross communication is open to all departments.
Perform front desk duties in high demand times.
Other duties as deemed appropriate by the management leadership.