VIP Relations Manager
Nemacolin Woodlands Resort
Farmington, PA
Full-time
Human Resources
Posted on December 2, 2022
ESSENTIAL FUNCTIONS:
- Assist in operation as needed in the Guest Services Areas as well as to maintain levels of communication within the department.
- Assist guests and support associates in solving issues that are perceived to be unsatisfactory to expectations.
- Identify underlying systems and process issues where applicable.
- Distribution of Forbes service standards and training resources; QA spot checking for any areas where guest service deficiencies have been identified.
- Oversee and assure proper communication and usage of Guest App.
- Creating the ultimate in guest satisfaction by providing fast and courteous service.
- Assemble and communicate Resort VIP’s itineraries while ensuring it contains detailed information to assure standards of VIP guest experience is executed.
- Overseeing amenity distribution and execution.
- Giving personal attention to VIP guests to exceed their expectations.
- Contacting returning VIP guests meeting certain criteria to assist them in planning their stay.
- Responds to any guest issues or complaints filed to provide service recovery and guest retention.
- Maintaining knowledge of the resort’s services, amenities, and attractions.
- Personally greets VIP guests in the Chateau lobby or upon initial contact.
- Keeps updated information regarding hours of operation, menus, and special packages available always.
- Making reservations for onsite and offsite dining, activities, and entertainment if necessary.
- Demonstrates knowledge of various local and historical attractions and exhibiting a willingness to learn about the extensive art collection displayed throughout the resort.
- Listens to any complaints that may arise and works to resolve any issues that guests may be experiencing during their stay.
- Utilizes empowerment to resolve guest issues.
- Contacting guests upon departure to review their stay, discuss any challenges, and demonstrate appreciation for their patronage.
- Promotes resort services and amenities.
- Remaining current with all property management systems such as LMS, SPASOFT, ARTS and TEELEADER as well as membership software and GMS.
- Fostering teamwork in an environment that motivates and sustains exceptional levels of performance.
- Upselling available accommodations and services and making alternative suggestions as needed.
- Demonstrates professionalism at all times.
KNOWLEDGE, SKILLS, AND ABILTITIES REQUIRED:
- Candidate must have the ability to work varying shifts, including nights, weekends, and holidays.
- Bachelor’s degree required (Business, Hospitality Management, or related degree preferred).
- Minimum of 5 years’ experience in orientation facilitation, concierge services, technical training, and/or Customer Experience roles.
- Strong facilitation, presentation and public speaking skills required.
- Excellent guest and associate relations skills required.
- Excellent organizational skills, detail oriented, ability to multi-task and able to effectively manage competing priorities in a fast-paced environment.
- Proficient with software applications such as World, Excel, PowerPoint, Outlook, and Publisher. SharePoint experience is a plus.
- Demonstrate an aptitude for learning and utilizing software applications pertinent to the functions of this job.