The Multi-Property VIP & Luxury Reservations Specialist is a dedicated luxury travel and guest experience professional responsible for delivering highly personalized, anticipatory service to VIP guests, luxury travel advisors, and preferred partner agencies across a multi-property portfolio.
Operating through exclusive VIP communication channels, this role manages complex reservations, curates bespoke itineraries, and ensures seamless coordination from initial inquiry through departure. Acting as both a relationship steward and experience strategist, the specialist ensures every interaction reflects the highest standards of luxury hospitality.
Working closely with Revenue Management, Front Office leadership, Concierge, Sales, and operational teams across multiple properties, this role ensures flawless reservation execution, strategic revenue optimization, and seamless guest journeys while strengthening loyalty among high-value guests and travel advisor partners.
Starting Wage: $25.71/ hour
Key Responsibilities
Luxury Guest Experience & Relationship Management
- Deliver anticipatory, white-glove personalized service to VIP guests, high-value clientele and luxury travel advisors throughout the reservation lifecycle.
- Serve as a primary point of contact for complex reservations, multi-property itineraries, and specialized guest requests.
- Build and maintain long-term relationships with repeat guests, luxury travel advisors, and consortia partners.
- Capture and maintain detailed guest preferences including accommodations, amenities, dining, special occasions, and wellness requests to ensure personalized stays.
- Provide consultative guidance on property offerings, destination experiences, and itinerary planning.
- Handle guest and advisor inquiries with professionalism, discretion, and efficiency.
Multi-Property Expertise & Collaboration
- Maintain comprehensive knowledge of all portfolio properties, including accommodations, amenities, and seasonal experiences.
- Design seamless multi-property itineraries and recommend property combinations tailored to guest preferences and travel goals.
- Coordinate cross-property communication to ensure smooth transitions between destinations.
- Collaborate with Front Office, Concierge, Guest Experience, Sales, and Revenue teams to ensure operational readiness for VIP arrivals and guest needs.
- Ensure accurate room availability, rates, and reservation information across properties within reservation systems.
- Participate in cross-property initiatives to improve reservation processes, systems, and guest experience delivery.
Dedicated VIP & Preferred Partner Channel Management
- Manage dedicated VIP communication channels including private phone lines and specialized reservation inboxes.
- Provide priority service for luxury travel advisors, consortia partners, and preferred travel agencies.
- Ensure accurate application and delivery of contracted amenities for luxury consortia programs such as Virtuoso, Signature, Ensemble, and American Express Fine Hotels & Resorts.
- Maintain proactive communication with travel advisors regarding reservations, confirmations, and special arrangements.
- Monitor advisor engagement initiatives including familiarization trips, promotions, and partner campaigns.
Revenue & Portfolio Optimization
- Maximize revenue opportunities through strategic upselling of suites, premium accommodations, packages, and curated experiences.
- Align with Revenue Management strategies to optimize booking value and ADR across multi-property stays.
- Ensure accuracy in reservation entries, billing, and rate integrity.
- Monitor VIP booking trends, partner production, and guest preferences to support strategic decision-making.
- Provide feedback to leadership on guest trends, revenue opportunities, and operational improvements.
Pre-Arrival & On Property Experience Curation
- Coordinate personalized pre-arrival arrangements including transportation, dining, celebrations, and curated activities.
- Review VIP arrivals to ensure guest preferences and operational notes are communicated to relevant departments.
- Utilize UrVenue and reservation systems to enhance itinerary planning and service delivery.
- Ensure guest profiles within reservation systems are accurate and fully updated with preferences and alerts.
- Support on-property teams in delivering seamless arrivals, departures, and memorable guest experiences.
- Monitor guest satisfaction and proactively address concerns to ensure exceptional service outcomes.