VIP Manager
Benchmark Hospitality
- Kahuku, HI
- $60,000-75,000 per year
- Permanent
- Full-time
- Job involves working under variable temperature conditions, extreme heat or cold and noise levels. Work environment includes administrative offices, indoors, outdoors and around fumes and/or odor hazards, dust and/or mite hazards
- Endure various physical movements throughout the work areas
- Frequent sitting, standing and walking, which may be required for long periods of time, and may involve climbing stairs and walking up inclines and on uneven terrain
- Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling
- Frequent lifting and/or moving up to ten pounds and occasional lifting and/or moving up to 25 pounds
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
- Responsible for ordering, payroll, scheduling and other miscellaneous administrative responsibilities
- Welcome and acknowledge all guests according to standards. Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
- Perform pre-arrival calls seven (7) days prior to guest arrival as specified in Pre-arrival Call STO
- Review designated in-house guest list and be familiar with V.I.P. guests' and room locations.
- Resolve guest complaints & input all complaints in HotSOS, ensuring guest satisfaction.
- Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Coordinate guest requests with designated vendors which may include transportation, excursions, and experiences
- Perform any other duties as assigned by the Assistant Director of Rooms and Director of Rooms.
- Serve the other Turtle Bay Resort team members who serve our guests. Develop and maintain positive working relationships with others, and support team to reach common goals.
- Perform all functions as directed – you are a member of the entire Turtle Bay Resort team, not just a member of your department.
- Take personal responsibility to ensure the success of the team – the team succeeds because of your actions.
- Always put the team objectives ahead of your personal agenda.
- Perform the security and safety function of all Turtle Bay Resort employees to ensure the security and safety of all guests and of all fellow employee - be vigilant for all safety/security issues, correct and/or report all issues immediately.
- Perform the housekeeping function of all Turtle Bay Resort employees – keep your work area clean and neat, and correct and/or report any housekeeping issues outside of your work area in the public and heart-of-the-house areas as you encounter.
- Perform your sales function – all Turtle Bay Resort employees are salespeople for the company and for the property - be knowledgeable of Turtle Bay Resort and of all aspects of your property, and always present both in the best light to guests and to the community at large.
- Perform your community ambassador function – get involved in your community and represent Turtle Bay Resort and your property well.
- Always speak first and speak last to guests in a friendly, courteous manner – every guest encounter should include this.
- Always greet co-workers in the same friendly, courteous manner – never pass a fellow employee without acknowledgement.
- Deal with all guests and fellow Turtle Bay Resort team members with respect and honesty.
- Cover Manager on Duty shifts as necessary
- Minimum four years managerial or concierge experience in luxury hotel/resort or related hospitality areas with emphasis on VIP and Luxury Clientele
- Advanced understanding of luxury traveler services and expectations are required
- Bachelor’s degree and two years related experience and/or training, or an equivalent combination of education and experience
- Display the ability to effectively work both independently and collaboratively; to meet established goals, deadlines, and luxury standard service levels
- Ability to manage time and energies in an efficient, effective and organized manner.
- Demonstrate attention to detail
- Ability to work independently and in a team setting
- Excellent relationship-building skills, with the ability to understand Resort needs and collaborate with internal and external players to create solutions and to meet client needs
- Strong motivational, organizational, written and oral communication and presentation skills
- Developed analytical, problem solving and conflict resolution skills
- Excellent verbal and written skills are necessary to perform administrative and clerical duties using proper rules of grammar, spelling and punctuation
- Computer literacy: Proficient in Microsoft Office, Excel, comfortable navigating internet and social media
- Endure various physical movements throughout the work areas
- Frequent sitting, standing and walking, which may be required for long periods of time, and may involve climbing stairs and walking up inclines and on uneven terrain
- Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling
- Frequent lifting and/or moving up to ten pounds and occasional lifting and/or moving up to 25 pounds.
- Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy