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Assistant, VIP Services 
(15679)

 

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 


Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

 

JOB SUMMARY

Responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. In addition, to perform all duties and to carry out all responsibilities as may be assigned from time to time to ensure highest level of personalized attention. Supports to achieve the departmental KPI.

 

KEY DUTIES AND RESPONSIBILITIES

  • Effectively manage the emails and inquiries in a timely manner, adhering to a 12 to 24-hours response time.
  • Ensure every guest inquiry is attended professionally according to established LQA and Forbes guidelines. 
  • Maintain an in-depth knowledge and understanding of resort offerings as well as general information about the resort and the company.
  • Provides correct information on resort services and facilities, as well as general enquires when requested.
  • Ensure guest activities and experiences are booked as per the confirmation provided to guest and is prepared in a guest itinerary professionally presented in a resort letterhead.
  • Conducts arrival reservation profile checks according to established guest profiling standards (One&Only Data Entry Standards).
  • Ensures that during arrival checks, VIP codes are correctly attached to each booking, VIP and consortia amenities are correctly outlined in each reservation.
  • Updates the guest profiles in OPERA and SAGA with the right preferences available.
  • Merge duplicate guest individual profile when required. 
  • Prepares the VIP Arrival Summary daily with accurate information that is necessary for operational department to refer to.
  • Attends to additional concierge services request and inquiry such as gift vouchers, prepaid amenities, special arrangements, and prepaid experiences by properly coordinating with relevant departments on availability prior to securing the sale with a payment that needs to be collected though Internet Payment Gateway (IPG) link.
  • In depth knowledge of billing to ensure payment received are posted to the right folio.
  • Utilize guest profiles, correspondence, and previous histories to ensure requirements of the guests are met prior to guest arrival.
  • Actively looks for opportunities to upsell activities and experiences where necessary.
  • Provides, helpful, friendly, and prompt personalized telephone service to all guests (external and internal).
  • Attends classroom based or maintain a self-paced training to enhance skills and develop multi-functionality.
  • Communicates promptly and efficiently all guest complaints and relevant compliments to Manager, VIP Services.
  • Keeps the Manager, VIP Services promptly and fully informed of any issues or unusual matters of significance.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort’s Policies and Procedures.
  • Must demonstrate excellent attendance and punctuality.
  • Provides prompt, courteous, and efficient service to all guests, to achieve a high level of guest satisfaction.
  • To perform all other jobs related to your scope of work, requested by your superiors or other Managers.

 

SKILL EXPEREINCE & EDUCATIONAL REQUIREMENT

  • Advanced Diploma in Hotel Management, or similar discipline.
  • A minimum of 2 years’ experience in recognized resorts or hotels.
  • Speaks English fluently (Bilingual skills would be an advantage).
  • Proficient knowledge of Opera PMS and other related hospitality systems (Alice, SAGA)
  • Strong administrative skill and advanced expertise of Microsoft Office functions.
  • Exceptional verbal and written business communication skills.
  • Passion for customer care with a desire and willingness to enhance the guest experience.
  • Outstanding interpersonal, guest management and organizational skills.
  • Ability to work under pressure and react quickly and effectively.
  • Analytical skills and ability to identify reasonable solutions quickly.
  • Flexibility with shift patterns to ensure support across operational hours and to work for extended period as and when required.
  • Guest Driven
  • Team player
  • Flawless Communicator
  • Passionate
  • Well Organized
  • Luxury Service 
  • Details Oriented 
     

 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.


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