What are the responsibilities and job description for the VIP Rooms Coordinator position at Crescent Hotels & Resorts LLC?
For seekers of the timeless and worldly, the provocatively spirited, the cultured, and the hidden gem traveler, Mayfair House Hotel & Garden, A MICHELIN Key Hotel, offers an iconic experience set against a sexy & seductive backdrop, designed to evoke a cultured escape through guest programing and effortless service. Mayfair House Hotel & Garden is a place where everything is refreshingly current yet timeless. It is rooted in its artist narrative and anchored by its signature eccentric design. Join this industry changing and forward-thinking team as the VIP Rooms Coordinator to create high touch, unpretentious, personable, accommodating, effortless and discreet service, ultimate with the highest level of diligence in in making the Mayfair House service come to life.
JOB SUMMARY
The VIP Rooms Coordinator ensures exceptional service and personalized experiences for VIP and loyalty program guests by managing pre-arrival arrangements, room assignments, inspections, and providing tailored concierge services. This role focuses on anticipating and exceeding guest expectations, creating a seamless and memorable stay, while fostering loyalty among returning and frequent guests.
ESSENTIAL JOB FUNCTIONS:
- Pre-Arrival Outreach:
- Contact VIP and loyalty program guests prior to their arrival to gather preferences, special requests, and ensure their expectations are met.
- Coordinate with relevant departments to arrange personalized services and experiences.
- Rooms Coordination and Management:
- Serve as the Rooms Controller, overseeing room allocations to accommodate guest preferences, loyalty status, and operational needs.
- Manage pre-blocking of rooms to ensure they meet VIP standards, loyalty tier perks, and guest requests.
- Conduct detailed room inspections to verify readiness, cleanliness, and adherence to luxury standards.
- VIP Welcome and Escort:
- Personally greet VIP and returning loyalty program guests upon arrival, offering a warm, professional welcome.
- Escort guests to their rooms, providing an orientation of the room and hotel facilities while highlighting loyalty perks.
- Amenity Coordination:
- Arrange and deliver personalized amenities to VIP and loyalty program guest rooms, ensuring accuracy and timely delivery.
- Maintain a log of amenities provided, ensuring alignment with loyalty tiers and guest preferences.
- Concierge Services:
- Act as a concierge for VIP and loyalty guests, assisting with reservations, transportation, itinerary planning, and special requests.
- Provide tailored recommendations for dining, entertainment, and local attractions, emphasizing exclusive offers for loyalty members.
- Guest Satisfaction and Feedback:
- Monitor guest satisfaction throughout their stay, addressing concerns promptly and resolving issues to ensure loyalty retention.
- Collect and document feedback to enhance future VIP and loyalty guest experiences.
- Loyalty Guest Program Engagement:
- Build strong relationships with frequent and returning guests, recognizing their loyalty and anticipating their needs.
- Ensure loyalty program benefits are communicated and delivered seamlessly during the guest’s stay.
- Collaborate with the marketing team to identify opportunities for personalizing loyalty program experiences and promoting guest retention.
- Collaboration and Communication:
- Liaise with front office, housekeeping, food & beverage, and sales teams to ensure seamless coordination for VIP and loyalty guest stays.
- Maintain detailed records of guest preferences, loyalty status, and special occasions for personalized service during future visits.
QUALIFICATIONS:
- Previous experience in a luxury hospitality environment, preferably in guest relations, loyalty programs, or front office roles.
- Strong interpersonal and communication skills with a focus on discretion and professionalism.
- Excellent organizational and time-management abilities.
- Proficiency in hotel property management systems (PMS) and Microsoft Office Suite.
- A proactive, guest-focused attitude with a keen eye for detail.
Preferred Skills:
- Multilingual abilities are a strong advantage.
- Familiarity with loyalty program management and benefits implementation.
- Training or certification in hospitality management is a plus.
Work Environment:
- This role requires a flexible schedule, including weekends, holidays, and evenings, to accommodate VIP and loyalty guest needs.
- The VIP Rooms Coordinator may need to stand or walk for extended periods and carry out light physical tasks.
In addition to a great work environment, our talented team enjoys:
- Competitive compensation
- Professional development and growth
- Paid time off for personal, vacation, and holiday
- Employee Assistance Program (EAP)
- Room discounts at all Crescent Hotels & Resorts hotel locations
- Parking Discount
- Daily Employee Meals
- And much more!
REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
This position is integral to creating a luxury guest experience, ensuring VIP and loyalty program guests feel valued and cared for at every stage of their stay, fostering long-term loyalty and satisfaction.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
