Guest Relations/ VIP Manager

JOB SUMMARY

This position contributes to Sanctuary success by providing support for both Rooms and Food & Beverage divisions. The Guest Relations/VIP Manager is a dynamic and experienced leader responsible for developing and overseeing the daily operations of the VIP/Recognition program, while serving as part of the Rooms and Food & Beverage Division. This role ensures a high standard of service across all areas, coordinates diverse activities, and manages staff to deliver exceptional experiences that exceed guest expectations. The ideal candidate is passionate about hospitality and creating engaging, family-friendly, and wellness-focused experiences.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive.

• Oversee the daily operations of the Guest Relations department, coordination of VIP arrivals/in-house/departures and other guest services, ensuring consistently excellent service standards.
• Serve as a public-facing point of contact for guest requests, complaints, and opportunities, addressing issues to guests' satisfaction and in compliance with resort policies.
• Work with other departments to ensure VIP guest requests are anticipated, addressed, and provided for.
• Provide superior service by understanding and anticipating guest requests for services or amenities that enhance their experience.
• Coordinate VIP arrivals, departures, and special requests.
• Review expected VIP arrivals and departures, verifying amenities and arrangements.
• Inspect all VIP rooms prior to arrival.
• Maintain a database of guest preferences, special dates (birthdays, anniversaries), and habits.
• Develop and implement VIP guest relations initiatives and programs, including special events and seasonal activities.
• Make, adjust, and cancel VIP customer reservations for guest rooms or at any of the dining outlets.
• Greet VIP customers and guide them to their tables.
• Answer VIP customer questions regarding food, drinks, and specials.
• Resolve VIP customer complaints or disputes.
• Collaborate with other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless communication and a cohesive VIP guest experience.
• Address VIP guest inquiries, requests, or issues promptly and professionally, ensuring a positive resolution.
• Monitor guest feedback and reviews, making adjustments to enhance service quality, special programs, and other guest services.
• Ensure compliance with safety regulations and resort policies in all guest service areas.
• Provide excellent VIP guest relations through the front desk or other guest-facing points of contact.
• Prepare reports on VIP guest relations metrics, attendance logs, rental usage, and staff performance to support ongoing improvements.
• Perform other reasonable duties as required by management.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to stand, walk, and move around various resort areas for extended periods.
• Occasionally lift and carry items up to 20-30 pounds, such as equipment or supplies.
• Frequent bending, reaching, and twisting to manage activities and handle equipment.
• Manual dexterity to operate office and recreational equipment.
• Good vision to monitor activities, read documents, and use computers; good hearing to communicate effectively with guests and team members.
• Ability to speak clearly and effectively to convey information to guests, team members, and other departments.

QUALIFICATIONS

Education Bachelor’s degree in hospitality management, recreation, or a related field preferred. Related Work Experience 4+ years of experience in guest relations or hospitality management, with experience overseeing recreation and wellness programs. Required Knowledge Strong leadership, communication, and organizational skills. Ability to multitask and handle high-pressure situations calmly and efficiently. Passion for recreation, wellness, and providing family-friendly experiences. CPR and First Aid certification are a plus.