Leisure and VIP Guest Services Manager (Exempt)

The Leisure and VIP Services Manager serves as the key liaison and primary point of contact on all matters pertaining to Leisure and VIP guests. You must be
creative, detail oriented and enjoy working within a fast-paced environment that is service and mission oriented. You live and share your passion for genuine
Southern hospitality and strive to always provide extraordinary guest experiences. The ideal individual will have the ability to exercise good judgment in a variety
of situations and possess strong administrative and organizational skills. You are a highly resourceful team player that will work independently on projects, from
conception to completion, and must be able to work under pressure at times to handle a wide variety of time-sensitive activities and confidential matters with
discretion.

The VIP Services Manager and team will personally handle each VIP guest’s stay to ensure a smooth stay, start to finish. This requires keen understanding of Sea
Island’s culture, operational awareness, and the intuitive application of this knowledge. Building and maintaining long-term guest relationships is key to the
resort’s success and requires personalized outreach before, during, and after a stay, providing each guest with one point of contact and a single Sea Island “voice”.
You will review and communicate VIP arrivals with appropriate stakeholders. Crucial to this relationship building is the discernment of what issues warrant a
listening ear versus a financial response, the emotional intelligence to respond appropriately to both the positive and negative, and the cultivation and
maintenance of strong relationships inter-departmentally. You and the VIP Specialist will greet all VIP guests upon arrival, when possible, and meet specific VIP
guests as instructed by the leadership. Additional responsibilities include, but are not limited to: collaborating and oversight of team’s efforts in generating and
servicing VIP reservations (room, dining, activity, etc.), proactively researching all incoming arrivals to determine and recognize VIP guests appropriately,
producing and coordinating accurate and complete guest itinerary, reviewing any prior stay issues and ensure information is distributed to all appropriate
departments and reviewing VIP guest stays to ensure adequate assistance was provided and all guest expectations were met. Additionally, you and the team will
expand current amenity program and streamline overall processes to reduce amenity costs resort wide. You will develop, maintain and act upon guest history
databases, to include guest preferences, dates of special occasions and develop guest card programs to recognize special occasions (anniversary, birthday, new
baby, etc.). You will develop the General Manager’s Reception and other functions for in-house VIP guests, including selection of attendees, creating and
distributing invitations, and event planning. You will also seek enroll and satisfactorily complete Six Sigma Global Institute (“SSGI”) training and certification within
first six (6) months of employment and maintain certification and good standing as outlined by SSGI.

You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for quality, timing, attendance, and
appearance. You follow and ensure all Sea Island safety protocols are consistently me through situational awareness of your surroundings. You enthusiastically
maintain your knowledge of Sea Island’s properties, services, and offerings, and share this information with guests and members. You are proactive in helping
when needed and are willing to help with other areas or duties as requested. You form effective relationships and work closely with resort departments to
maintain rapport and foster open communication. This includes coordination with key stakeholders including the leadership team of each vertical (Spa, Golf, Food
and Beverage, etc.). You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for safety, quality,
timing, attendance, and appearance. You maintain a thorough knowledge of current services, amenities, activities, dining options, shops, local attractions, and
historical information regarding Sea Island and the surrounding area. When needed or requested by leadership, you act to promptly resolve any concerns,
coordinating necessary efforts through the appropriate departments and consistently follow-up to ensure resolution.

Job Requirements - 

• Minimum of five (5) years’ experience in hospitality, preferably in a Guest Services area
• Excellent communication skills in English, both written and verbal
• Proficient in Windows, Microsoft Office Suite, Adobe Acrobat, and social media web platforms; proficiency with