VIP Supervisor - Front Office / Concierge

Are you a hospitality professional seeking an opportunity to advance your current skills and abilities? As a VIP Supervisor, you will play a key role in delivering the highest level of personalized service to our VIP, high-profile, and valued guests while leading and supporting the VIP Concierge team. You will have the opportunity to create memorable experiences, anticipate guest needs, and ensure seamless service throughout every stage of the guest journey.

The successful candidate must have a strong understanding of both the hotel and the surrounding area. They will be a confident leader who leads by example, empowers colleagues, and consistently looks for opportunities to elevate the guest experience.

Starting Rate: $29.43

We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $32.21

.Job Duties Include:

• Reporting to the VIP Concierge Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offers professional, engaging and friendly service.
• Assist in coordinating all phases of the VIP guests' stay from pre-arrival, arrival, in house, departure and post-departure to ensure the highest level of guest service and a seamless experience is provided
• Meet and greet and ensure personal contact during the guest’s stay.
• Supervise and monitor the daily activities of the VIP team, ensuring departmental standards and service expectations are consistently achieved.
• Lead, teach, coach, mentor, and inspire colleagues to turn moments into memorable experiences for our guests.
• Empower colleagues to recover guest service challenges and ensure all guest concerns are tracked and followed up on to avoid future reoccurrence.
• Provide a courteous and professional service at all times, utilizing our Concierge Service Essentials and Service Promise Essentials to turn moments into memories for our guests.
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence, and positive employee relations.
• Provide correct and accurate information on tourist sites and activities, including being well versed in their individual company policies and procedures.
• Log reservations, create confirmations and itineraries, provide information and be well versed on the ALICE application.
• Support the VIP Manager with the implementation and continuous improvement of departmental goals, procedures, and service standards.
• Assist with colleague training, onboarding, mentorship, coaching, performance management, foster professional growth, and maintain high service standards.
• Communicate and liaise effectively with leaders and colleagues across all hotel departments to ensure a seamless guest experience.
• Understand and promote the hotel's vision, values, and departmental goals and standards.
• Ensure a safe environment for guests and colleagues by adhering to all hotel Health & Safety policies and procedures.
• Maintain a high level of professionalism, organization, and attention to detail while managing multiple time-sensitive requests in a fast-paced luxury hotel environment.
• Be available to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts as required.
• Other duties as assigned.