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About the role
Acts as the personal liaison for VIP, loyalty and long-stay guests — building rapport, anticipating needs and delivering personalized recognition throughout the guest journey.
Key duties & responsibilities
- Pre-arrival contact with VIPs to capture preferences and special occasions.
- Personalized check-in in the lounge or in-room.
- Daily courtesy calls / visits to in-house VIPs.
- Drive online-review responses jointly with Marketing.
- Manage loyalty programme enrolments and benefits.
- Coordinate amenities, surprises and recovery gestures.
- Conduct post-stay follow-ups and capture feedback.
- Maintain detailed guest preference profiles in PMS.
What you'll need
- B.Sc./HND in Hospitality, Mass Communication or Languages.
- Minimum 4 years in guest-relations / VIP-host role.
- Customer Experience (CX) certification; Forbes Service Standards training (advantage).
Technical skills
Opera, CRM tools (Salesforce / Revinate), social-listening platforms, MS Office.
Soft skills
Empathy, warmth, intuition, polish, written eloquence, discretion, networking.
Certifications
- Customer Experience (CX) certification; Forbes Service Standards training (advantage).
Key performance indicators
- VIP satisfaction ≥ 95%.
- Online review score ≥ 4.6 / 5.
- Loyalty enrolment rate ≥ 30% of eligible guests.
- Recovery success rate ≥ 90%.
Working conditions
Rota-based; flexibility for late evening or early morning VIP movements.
Career path
Guest Experience Manager → Director of Rooms.
Tags
Zone 2JosResort