POSITION OVERVIEW
The Assistant Manager of VIP & Premier Access plays a crucial role in providing exceptional guest service to VIP clientele, coordinating personalized amenities, and ensuring a seamless and memorable check-in experience. The Assistant Manager of VIP Services leads a team of registration agents, setting high service standards and fostering a guest-centric culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following and other duties may be assigned as necessary:
- Oversee and manage the check-in process for VIP guests, ensuring a warm and efficient welcome upon their arrival
- Assist in training VIP Registration members on service standards, hotel policies, and guest relations to maintain a knowledgeable and service-oriented team
- Assist the VIP Registration Manager in supervising the VIP lounge, providing guidance and coaching
- Provide training and development opportunities for the VIP registration team, fostering their growth and improvement in guest service skills
- Ensure that VIP guests receive personalized attention, understanding their preferences and expectations to provide tailored and memorable experiences
- Coordinate the provision of exclusive amenities and services for VIP guests, including room preferences, welcome gifts, and special requests
- Handle sensitive and confidential information with the utmost discretion, respecting guest privacy and confidentiality
- Address any concerns or issues raised by VIP guests promptly and effectively, finding timely resolutions or escalating matters to relevant management
- Build and maintain strong relationships with VIP clientele, anticipating their needs and providing a high level of personalized service
- Assist in implementing VIP loyalty and reward programs to enhance guest retention and satisfaction
- Collaborate with other hotel departments, such as concierge, front desk, and sales, to ensure a seamless and memorable experience for VIP guests
- Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
- Bachelor's degree in hospitality management, business administration, or a related field. Additional certifications in guest services or luxury hospitality management are advantageous
- Proven experience in a VIP services or guest relations role within a high-end hotel or luxury resort, with previous supervisory experience preferred
- Exceptional customer service, communication, and interpersonal skills, with the ability to cater to the needs of high-profile clientele
- Strong leadership and team management abilities to inspire and guide the VIP registration team effectively
- In-depth knowledge of hotel registration procedures, loyalty programs, and the nuances of providing personalized VIP services
- Proficiency in using hotel management systems and Microsoft Office Suite (Word, Excel, Outlook)
- Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
- Work in a fast-paced, busy, and somewhat stressful environment
SUPERVISORY RESPONSIBILITIES
This position will supervise VIP & Premier Access Members.
DIVERSITY COMMITMENT
Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.
CERTIFICATES, LICENSES, REGISTRATIONS
Member must be able to qualify for licenses and permits required by federal, state, and local regulations.
LANGUAGE SKILLS
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.
REASONING ABILITY
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.
The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.
PAY TRANSPARENCY
Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.
In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.
SALARY
$50000 per year - $60000 per year
