VIP Services Coordinator

Job Overview: Manages VIP client experience the day of guest arrival through departure. Assists leading the front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Reports to: General Manager & Front Office Manager

Client Experience

• Conduct Self in accordance with As One Values and Mission, including Brand Standards
• Work with Sales Coordinator and Front Office Manager to ensure VIP experience is ready for VIP guests including all items met on the riders.
• Greet and engage with guests, ensuring a personalized and welcoming experience.
• Serve as the primary point of contact on-site for touring crews upon arrival, assisting with special requests and resolving any concerns promptly.
• Coordinate with Rock Lititz Studios staff to understand and anticipate the needs of studio clients staying at the hotel by joining studio meetings.
• Maintain up-to-date knowledge of campus amenities, events, and production schedules to proactively support guest needs in the hotel.
• Conduct post-stay follow-ups to gather feedback and identify opportunities for improvement.

Overflow Hotel Coordination

• In partnership with the Sales Coordinator and FOM, work with nearby hotels to secure overflow accommodations for clients when the Hotel at Rock Lititz is fully booked.
• Manage client reservations & preferences across those properties, ensuring consistent service.
• Communicate guest needs, special requests, and group booking details to overflow hotel partners.
• Serve as liaison between overflow properties & Rock Lititz campus to maintain continuity of guest experience.
• Build and maintain relationships with overflow hotel partners, negotiating rates and securing priority access during high-demand periods.

Operational Supervision

• Oversee operations related to VIP guests; including check-in/check-out & concierge functions.
• Train/mentor guest services staff on delivering exceptional service to industry professionals.
• Monitor satisfaction metrics and with GM/FOM implement strategies to enhance performance.
• Work closely with the hotel’s General Manager to continually develop and implement service standards tailored to touring professionals.

Specialized Support

• Assist managing complex bookings with flexible crew changes, late arrivals, and unique needs related to touring schedules.
• Work with Rock Lititz client experience team to maintain continuity of service across the campus.
• Mastery of knowledge of local attractions/dining/services that cater to the needs of touring professionals.
• Provide an environment for all guests and team members reflective of company values and mission.
• Monitor budget & control costs and expenses while maintaining VIP experiences.
• Work with the GM to increase occupancy and ADR through walk-ins & up selling at the front desk.
• Participate in the preparation of the annual department operating budget and financial plans.
• Ensure all FD staff provide guests with prompt service, professional & personal recognition.
• Communicate effectively and resolve guest complaints and concerns by conducting swift, thorough research of the situation and determining the most effective solutions.
• Conduct routine inspections of the front desk and public areas to ensure safe working conditions.
• Serve as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Act as Manager on Duty for guests when senior management is not on duty, ensuring logical decisions in accordance to training for the benefit of guests and company.
• Complete and follow all training as assigned.
• Assist in ensuring the lobby and public areas are clean and neat even after the houseperson leaves.
• Ensure the team is practicing and refreshed on safety practices per brand and As One policies.
• Perform any other job related duties as assigned.

Your Background and Skills

• Associate’s degree in Hotel Management or related field preferred.
• Experience working with high profile clients
• 2 to 3 years of related work experience.
• RAMP Server/Seller, CPR/First Aid Certification preferred
• Collaborative Problem Solver and Solution Orientated
• Self Motivated & Positive Disposition
• Math and Computer Literacy

Work Environment and Context

• Refer to your offer letter for clarity of hours you were hired primarily for but note;
• Work schedule could vary and may include working all shifts, holidays and weekends ESPECIALLY when a VIP client is on-site at the hotel.
• Requires standing for extended periods of time, the ability to lift up to 75 pounds, bending, reaching, stooping, manual dexterity, kneeling or crouching.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions

Benefits offered:

• Medical/Dental/Vision
• Matching Simple IRA*
• Advancement Opportunities*
• Vacation Days
• Paid Holidays*
• Short Term/Long Term Disability
• Bonus Programs*
• Hotel Discount Package*
• Life Insurance
• Food Discounts*
• Meeting/Banquet Space Discounts*
• Company Celebration Events*

*Available to PT associates

MISSION

To create a positive impact on the lives of our team members & travelers through exceptional service

Core Values

Be Positive & Do The Right Thing | Humbly Confident & Practical

Consistently Hardworking & Accountable | Innovative Problem Solving & Creative Efficiency

Learn & Grow As One

About Us

As One Management is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: As One Management is committed to providing employees with a work environment free of discrimination and harassment. All employment decisions at As One Management are based on job requirements, business needs and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Job Type: Full-time

Pay: $24.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

People with a criminal record are encouraged to apply

Ability to Relocate:

• Lititz, PA 17543: Relocate before starting work (Required)

Work Location: In person

Salary : $24