VIP Manager

Benchmark Hospitality

  • Kahuku, HI
  • $60,000-75,000 per year
  • Permanent
  • Full-time
  • 14 days ago
Job Description:PropertyAbout UsAt Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!Location DescriptionDeeply rooted in the land, the history, and the layered richness of Oʻahu, at Turtle Bay you'll find an authentic connection to a place of uncommon natural splendor and the warm, welcoming community within it. Where your days are filled with constant discovery and moments that touch your soul, allowing you to explore the uncommon depths of this remarkable coast.OverviewThe VIP Manager will oversee all aspects of VIP Client Experience from pre-arrival to post-departure, as well as implementing a world-class VIP Program to ensure consistent and proactive service.REPORTS TO: Resort Manager, Assistant Director of RoomsWORK ENVIRONMENT:Administrative offices.
  • 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
KEY RELATIONSHIPS:Internal:Director of Rooms, Director of Sales & Marketing staff, Manager of Public Relations, Director of rooms, Planning Committee Members, all Department, Directors/Managers and Supervisors, Administrative Assistant Staff.External:Hotel guests/visitors, civic organizations, media, travel industry, trade associations, other hotel executives, vendors, owners’ representatives, corporate office personnel, group sales contacts.ESSENTIAL JOB FUNCTIONS
  • 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
Qualifications
  • 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
PERFORMANCE REQUIREMENTS – Skills and Abilities
  • 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
PHYSICAL ABILITIES
  • 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
STANDARD SPECIFICATIONSRequirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other staff members or guests.A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.This job description in no way states or implies that these are the only duties to be performed by the staff member occupying this position. Staff members will be required to perform any other job-related duties assigned by their supervisor.Compensation RangeThe compensation for this position is $60,000.00/Yr. - $75,000.00/Yr. based on qualifications and experience.

Benchmark Hospitality