What are the responsibilities and job description for the VIP Concierge Agent position at Luxury Rentals?
o Reporting to Guest Relations Manager, responsibilities and essential job functions include but are not limited to the following:
o Work with Guest Relations, Sales, Housekeeping, and Property Management Teams on the seamless execution of VIP arrivals and stay over service.
o Assist in handling compliments, comments, observations, and complaints timely and effectively achieving full guest satisfaction.
o Ensure accurate communication of information and guest requests to and from colleagues and guests.
o Communicate with VIP guests during their stay including pre-arrival and post departure.
o Meets all VIP guests to gather preferences and relationship building.
o Assists with the coordination of all VIP amenities with Guest Relations Coordinator.
o Identify guest service deficiencies and analyze information to make decisions on methods to correct and remedy.
o Supervise Guest Services Team to exceed guests' expectations and needs.
o Supervise and manage all Guest Relations team members' performance providing mentoring where necessary.
o Ensures the level of service is met in the department by maintaining the LRMB standards set.
o Contributes to team effort by accomplishing related results as needed.
o Complete new hire paperwork, approve payroll, and scheduling in a timely manner.
o Train all new Guest Relations new hires ensuring direction, and constant feedback.
o Consistently update Guest Relations team with room orientation on newly acquired residences.
o Complete Guest Relations individual evaluations as required.
o Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
o Make hiring, promotion, disciplinary, and termination recommendations to the LRMB Manager of Operations and Partners.
o Ensure that the Guest Relations team is following and providing the LRMB Guest Service etiquette standards by using luxurious language, anticipate guest needs whenever possible, handle all guest requests, and provide extreme care and sincerity when handling guest complaints and recovery.
o Ensure the Guest Relations team is providing positive guest experiences, driven by service quality and consistency.
o Manage, ensure, and maintain a precise profile on each guest so all information can be stored and accessible in the PMS platform.
o Manage and update the Alice platform for the Guest Relations Department.
o Amenities are a large part of the Guest Relations responsibilities. Ensure that the Guest Relations team communicates all arrivals and needed amenities, including the amenity cards for each guest.
o Ensure all Guest Relations team is assisting guests with their arrival to ensure a flawless and streamlined greeting to LRMB, and offering a range of concierge services, and making their experience memorable.
o In charge of leading a well-organized pre-arrival experience by following the LRMB guest journey protocol, with a primary focus on anticipating guest needs to ensure a flawless and streamlined greeting to the company.
o All steps of the Guest Journey are executed in the timeframe for which they were made. Make suggestions on necessary changes or improvements when necessary.
o Create, interview, and negotiate with all LRMB preferred vendors and any new potential vendors for concierge services that come up with guests' requests.
o Ensure all concierge requests and all charges to the guest are properly uploaded into the guest folio in the PMS and reported to accounting in a timely manner.
o Ensure each resident is ready and verified for guest check-in prior to guest arrival and room orientation, per guest journey – arrival experience protocol.
o Ensure the requests from the guests during their stay are always addressed in a timely manner.
o Responsible to collect all pertinent information required to action any guest requests, ensuring to be well prepared and to fulfill the requests to the best of your ability and ensure a flawless in-house experience.
o Execute a well-organized departure experience with a primary focus on anticipating guest needs and following the LRMB departure experience protocol. Make suggestions on necessary changes or improvements when necessary.
o Identify children who stay at LRMB by creating a kid-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all kid amenity items are available for kids' arrival.
o Identify pets who stay at LRMB by creating a pet-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all pet amenity items are available for pet arrival.
o Manage and conduct LRMB pre-shift meetings to update the team daily on the current status of all LRMB guests and Guest Relations arrivals and departures agendas.
o Continuously strive to improve skills and increase knowledge.
o And any other duties needed to help fulfill our Mission and abide by our Organization’s Values.
Skills & Qualifications
o Excellent interpersonal and communication skills, both in-person and by telephone.
o Must be fluent in English, both written and verbal.
o Ability to learn multiple computer software and accurately input information into the systems for set up and delivery.
o Ability to work cohesively with colleagues both within and outside of the department.
o Proactive and productive.
o Previous hotel, Front Office, or Concierge managerial experience is mandatory.
o Must be able to work flexible shifts as needed - days, evenings, weekends, and holidays.
o Extensive knowledge of local hot spots, restaurants, and attractions is preferred.
o Observant and detail-oriented, able to coordinate and multi-task job responsibilities in a busy environment.
o Must possess a professional demeanor and presentation and be personable and enthusiastic.
o Strong organizational skills, with the ability to work independently.
o Ability to function under pressure, set priorities, and adapt to changing conditions.
o Requires attention to detail and accuracy.
o Must have access to reliable transportation.
