VIP Services Ambassador

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.

For more information visit http://thecolonypalmbeach.com

Job Overview

The VIP Services Ambassador is responsible for 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. The VIP Services Ambassador 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 Concierge 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.

Essential Job Functions

• Manages all VIP arrivals through coordination of pre-arrival and during stay.
• Maintain Guest Stay Histories by updating Profiles in property system.
• Act as main 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.
• Support 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 human resources functions including recruiting, selection, orientation, training, performance planning as needed.
• Support all training plans are submitted before a new employee attends orientation.
• Ensure communication of all incoming VIP’s is current and up to date.
• 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 executives, peers, and subordinates on relevant information in a timely manner.
• 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.
• 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.
  
  

Standard Specifications

• 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.
  
  

Education/Experience Requirements

• Minimum3-5 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.
• Degree in Hospitality or Hotel Management preferred.