VIP Host FT

Scope of Job:

The VIP Experience Team delivers all-inclusive Experiences to VIP Guests. These include but are not limited to; hosting their day in the park while meeting all their needs with courtesy and park knowledge, hosting VIP character dining experiences and being a one point of contact for Hotel VIP Experiences including Room Turndowns for VIP Guests. The VIP Team also handles all bookings, logistics and inventory for the VIP Experiences.

Main Responsibilities:

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  Supports VIP Team through leading VIP groups through the resort Ensuring that a unique, luxury and memorable experience is delivered to the Guest. Deliver and Support VIP Experience Events in line with park events. Must maintain excellent VIP Guest Service to internal and external Guests and network within the Resort to align with other departments for future VIP needs. Books VIP Experiences; adhering to PCI compliance and converting inquiries into sales.
• Recognizing all aspects of the Resort to deliver outstanding VIP Experiences to VIP Guests, identifying the needs of the groups, and planning their experience to suit their requirements
• Act as an Ambassador for the Resort to all Guests, staying up to date on key LEGO information to entertain and educate VIP Guests.
• Prepare for and deliver VIP Experiences Events adhering to VIP standards and maintain excellent feedback scores from all attending VIP Guests
• Researching your group, identifying the parameters of each member, and outlining their tour/day in the resort based off your research.
• Such parameters include which attractions to visit/ride/view, restaurants, and other amenities that can entertain/benefit your group.
• Being mindful of what attractions the Guests can enjoy based on safety restrictions
• Recording all VIP financial transactions for the group to maintain database and group expenditure records
• Adhering to the company TIPs policy and procedure
• Ensuring that daily Resort operations are not hindered by a VIP group
• Assists VIP Assistant by acting as relief lead for VIP events including but not limited to Character Breakfast, Red Brick and Boom Upgrade, Brick or Treat Upgrade.
• Replies to VIP Experience inquiries through email and telephone contact.
• Acts as a Booking Agent to convert inquiries into sales and book all VIP Experiences.
• Creates Bi-weekly training updates to distribute to all VIP Hosts and assists VIP Coordinator and Manager in training of new VIP Hosts.
• Take responsibility for housekeeping of the Mansion, including maintenance requests, day-to-day cleanliness and decoration.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Background and Experience:

Requires at least one to three years of experience in a front desk, guest service, or concierge role within a hospitality setting (hotel, theme park, cruise ship). Requires a track record of success in serving customers, working in a team environment, listening and providing information. Requires excellent verbal and interpersonal communication within different group settings; including talking to large groups and also one-on-one with families. Must be enthusiastic, willing to work in a fast-paced environment and possess the ability to work under pressure. Must pay close attention to detail. Computer skills must include proficient knowledge and skill in Microsoft Outlook and Word. Strong organizational, memorization and planning skills are required. Be a strong problem solver, quick thinker and be dedicated to providing outstanding service to VIP Guests.

Education:

High school graduate or General Education Degree (or equivalent education and experience) is preferred.

Physical Demands:

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  Prolonged standing and walking to move about the park site, and interact with Guests
• Finger dexterity sufficient to complete paperwork activities and to use a computer.
• Visual acuity sufficient to read written materials, to complete paperwork activities
• Hearing sufficient to communicate with individuals in person and by telephone.

Work Environment:

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  Various inside and outside locations with varying temperatures and floor surfaces.
• Exposed to wet and/or humid conditions.

Other Job Requirements:

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  Performs other duties as assigned.
• Must be willing to work flexible hours, including holidays, evenings & weekends to support resort operations.
• Attendance is a mandatory function of this job.