VIP & Concierge Manager
Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you!
At Enchantment, we work together to create and deliver extraordinary experience for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!
How you will enjoy your day:
Basic Function: VIP & Concierge Manager will act as a liaison between the VIP guest and the property to ensure an extraordinary experience is provided during all aspects of the reservation, arrival, throughout the stay and departure. The VIP Manager will also oversee Concierge department to ensure proper and timely service to Resort guests
- Make contact with (VIP) & special occasion/return/high spend guests & private owners prior to arrival. Assist with creating a personalized agenda for each VIP guest including prearranged activities, spa, dining, etc.
- Review, update and distribute Arrival/Departure Reports, including, but not limited to VIP report, Amenity report, Repeat Guest Report, etc.
- Create VIP profile alerting the appropriate teams on property of the VIP guest’s arrival.
- Communicate to all appropriate team members the special needs and requirements of VIP guests arriving. Ensure guest rooms are advanced and inspected to standards.
- Meet and greet VIP guests and offer assistance throughout their stay.
- Troubleshoot and respond to special requests of guests, as well as guest complaints/issues and inquiries in a calm, prompt, courteous manner.
- Make contact with VIP guests post stay to ensure satisfaction with their experience, thank them and ensure they are eager to return.
- Facilitate creating, printing and distributing Amenity Cards for Repeat Guests, Special Occasions, etc.
- Review and maintain VIP and repeat guest amenity program/inventory.
- Perform pre-contracted sales site tours, and other tours such as media, marketing, travel agents
- At turnover stage, handle any last minute changes for group reservation needs and billing/charge routing set up
- Coordinate construction projects calendar and pulling rooms out of order for Engineering and Project Manager as needed
- Advance all VIP rooms to ensure highest quality level of cleanliness/special preparation.
- Ensure VIP amenities are personalized and delivered.
- Develop correspondence with VIP/private owners such as a birthday list, anniversary wishes from Enchantment, etc.
- Daily & administrative tasks for Concierge. Coach and guide concierge department, keep staff accountable to comply with guests’ expectations and Forbes standards.
- Create & distribute Concierge schedule.
- Monitor & approve Concierge payroll.
- Review and improve process to ensure timely and accurate operation of concierge department.
- Responsible for departmental service scores/goals.
- All other duties assigned