Caribe VIP Ambassador - Caribe Royale Orlando Hotel

Scope of Position

The VIP Ambassador will be responsible for providing prompt and courteous service to hotel VIP guests. He/she serves as the guest's personal contact prior to arrival, throughout the stay, and beyond departure. The coordinator collaborates with multiple hotel departments to ensure the guest experience is efficient and effortless. The VIP Ambassador is a shining example of 4-Diamond service, honoring and exemplifying the Caribe Royale's culture and service standards, while also contributing ideas to enhance VIP guests' experience.

Position Requirements

• Professional demeanor appropriate for a AAA 4-Diamond Resort.
• Minimum 1-2 years of resort hotel (or equivalent) experience required.
• Possess outstanding guest services skills, professional presentation, and sophisticated communication skills.
• Handle a multitude of tasks in an ever-changing environment.
• Effective at listening, understanding, and clarifying the concerns raised by guests and fellow associates.
• Proficiency in PMS systems preferred, including Opera or similar programs.

Responsibilities

• Approach all encounters with guests and associates in a professional and personalized manner.
• Have a professional image and personality- exuding confidence and leadership skills whilst encouraging safe and efficient resort operations.
• Coordinate with Front Office and Valet team the arrival, departure, and special requests of hotel VIPs.
• Build rapport with VIPs and distinguished visitors; escort guests to rooms, conduct follow up calls during stay, encourage feedback throughout their stay.
• Maintain the confidentiality of guests, convention groups and events, and pertinent resort data, as well as the security of high-profile guests in accordance with resort standards.
• Meet deadlines and coordinate among departments the delivery of guest amenities to their room.
• Handle special arrangements during guest stay and coordinate future visits.
• Maintain database of guest preferences, habits, and special dates.
• Identify opportunities for upgrades for VIP guests.
• Work directly with the Rooms Controller to block upcoming VIP arrivals.
• Knowledge of reservation packages and how to execute them properly upon arrival and departure of guests.
• Serve as concierge for all VIP guests, including but not limited to securing dining reservations, recreation rentals, or purchasing theme park tickets.
• Maintain consistent and effective flow of communication between shifts regarding arriving, departing, and in-house VIPs.
• Actively participate in daily briefings and meetings.
• Perform any other reasonable duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language; Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Proficient in performing multiple tasks
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Willing to work flexible schedules including holidays and weekends.
• Strong experience with cash handling, including but not limited to guidelines set forth regarding PCI Compliance.
• An unmatched level of attention to detail.

Physical Requirements

• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing, walking, reaching, and bending throughout shift.