Luxury Hotel Ambassador

1 day ago

Palm Beach, Florida, United States The Colony Hotel Palm Beach Full time
Job Title: VIP Services Ambassador

At The Colony Hotel Palm Beach, we are seeking a highly skilled and experienced VIP Services Ambassador to join our team. As a key member of our hospitality team, you will be responsible for delivering exceptional service to our most discerning guests.

Job Summary:

The VIP Services Ambassador will be responsible for managing all VIP arrivals, coordinating pre-arrival and during-stay services, and maintaining guest stay histories. This role requires a high level of professionalism, excellent communication skills, and the ability to understand and anticipate guest needs.

Key Responsibilities:
  • Manage all VIP arrivals and coordinate pre-arrival and during-stay services
  • Maintain guest stay histories and update profiles in the property system
  • Act as the main contact for long-term stay contracted guests
  • Collaborate with various departments, including Guest Experience, Guest Services, Housekeeping, and IRD
  • Support the oversight of the amenity program for all guests
  • Meet and work with vendors to ensure competitive pricing and five-star Forbes standards
  • Support human resources functions, including recruiting, selection, orientation, training, and performance planning
  • Ensure communication of all incoming VIPs is current and up-to-date
  • Incorporate and manage inventory systems for VIP amenities
  • Communicate effectively with staff and guests to provide clear directions and resolve issues
  • Ensure compliance with The Colony standards to deliver consistent high-quality guest relations
  • Support Front Office and Guest Services during times of stress and emergencies
  • Provide guestroom and hotel tours, and be familiar with all hotel services
  • Assist other guest services areas with daily operations and supervision
  • Attend weekly leadership meetings and collaborate with Housekeeping and Front Office Leadership
Qualifications:
  • Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees
  • Ability to access and accurately input information using a moderately complex computer system, including property management systems
  • Knowledge of Microsoft Office, specifically Word and Excel
  • Strong knowledge of all applicable software programs used
  • Ability to understand guest needs and expectations and deliver superior customer service
  • Excellent communication skills in all aspects of the job, including coworkers and guests
  • Ability to perform a job with attention to detail and the ability to organize and handle multiple tasks effectively
  • Ability to handle difficult situations and hold team associates accountable
  • Effective verbal and written communication skills in English
  • Ability to work in teams and involve others in the decision-making process when applicable
  • Ability to be fully flexible in availability to accommodate hotel occupancy and business demand
  • Forward thinking and sharp trainer skills and ability to mentor and develop team members
  • Ability to successfully motivate and lead a team through leading by example
  • Ability to plan and organize large or multiple projects and complete within deadlines
  • Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams
  • MUST have flexible schedule, including availability on weekends and holidays as needed or directed
Education/Experience Requirements:
  • Minimum 3-5 years of experience working in a 4-5-star hotel environment
  • A minimum of 1-2 years of Front Office, Guest Services experience
  • Must have strong interpersonal skills
  • Candidates with no hotel luxury experience will NOT be considered
  • Degree in Hospitality or Hotel Management preferred

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