Leisure and VIP Services Specialist - Guest Services

Overview

The VIP Services Specialist will act as a liaison between resort VIP guests, reporting directly to the VIP Services Manager. The VIP Services Specialist will personally handle VIP guest stays as delegated by the VIP Services Manager, ensuring a smooth stay, start to finish. The role requires creativity and the ability to work in a fast-paced, service- and mission-oriented environment. The ideal candidate will have strong written and verbal communication, administrative and organizational skills, good judgment in a variety of situations, and the ability to balance multiple priorities.

The VIP Services Specialist will work independently on projects from conception to completion and must be able to handle time-sensitive activities and confidential matters with discretion.

• Act as liaison to all VIP guests, VIP families, and executive office VIP guests.
• Assist in development of VIP Services program.
• Generate and service VIP reservations, ensuring all aspects of stay (room type, amenities, itinerary, etc.) are processed and reviewed with appropriate departments.
• Greet all VIP guests at arrival and departure, when possible, and meet specific VIP guests as instructed by the VIP Services Manager.
• Research all incoming arrivals to determine and recognize VIP guests appropriately.
• Produce accurate and complete guest itineraries, coordinate with appropriate departments regarding same.
• Review any prior stay issues and ensure information is distributed to all appropriate departments.
• Develop efficient reporting process of Uni Focus scores for distribution to appropriate senior leaders on a monthly basis.
• Develop plan and processes for a problem-solving team to tackle recurring stay defects.
• Enroll and satisfactorily complete Six Sigma Global Institute (SSGI) training and certification within the first six (6) months of employment; maintain certification and good standing as outlined by SSGI.

• Minimum of three (3) years’ experience in hospitality, preferably in a Guest Services area.
• Proficient in Windows, Microsoft Office Suite, Adobe Acrobat, and social media web platforms; proficiency with Opera, Resort Suite, and Res Diary is a plus.
• Experience and interest in internal and external communications and partnership development.
• Detail oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment.
• Ability to work with a wide variety of people and in cooperation with co-workers efficiently and effectively.
• Patience and ability to handle issues involving several variables in changing situations.
• Ability to easily adapt to organizational and environmental changes.
• Uphold Company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty and Trust).
• Exhibit the Sea Island 5-Star Behavior Standards with guests, members, and co-workers.
• Must be flexible to work days, early mornings, evenings, weekends, and holidays.
• Uphold appropriate departmental standards of quality and timeliness.
• Uphold and ensure compliance with all company and departmental policies and procedures.
• Timely execution of other duties as delegated by leadership.