VIP Service Ambassador

SUMMARY:
5* Hotel in the Sandton area is looking for a VIP Service Ambassador to join their dynamic team.
 
The VIP Service Ambassador is responsible for delivering an exceptional, personalised, and seamless 5* service experience to VIP, VVIP, and high-profile guests. The role focuses on anticipating guest needs, creating memorable moments, and acting as the primary point of contact to ensure every stay exceeds expectations and reflects the hotel’s luxury standards.

POSITION INFO:
Duties:
 
Guest Experience & Service Excellence:
 
Provide highly personalized, discreet, and anticipatory service to VIP and VVIP guests
Act as a dedicated liaison between the guest and all hotel departments
Ensure flawless arrival, in-house, and departure experiences
Anticipate guest preferences and proactively arrange bespoke services
Handle special requests, celebrations, and confidential matters with professionalism
 
Relationship Management:
 
Build strong rapport with VIP guests to encourage loyalty and repeat visits
Maintain detailed guest profiles and preferences in the PMS system
Coordinate personalized welcome amenities and farewell gestures in coordination with the GRM
Ensure recognition of returning VIP guests
 
Service Recovery & Problem Resolution:
 
Handle complaints or service challenges promptly, calmly, and discreetly
Take ownership of service recovery and follow through to resolution
Escalate complex issues appropriately while maintaining guest confidence
 
Coordination & Communication:
 
Liaise with Housekeeping, Food & Beverage, Spa, Security, Transport, and Maintenance
Ensure all departments are briefed on VIP guest requirements
Conduct daily VIP briefings and handovers
Always maintain confidentiality and data privacy
 
Brand & Standards Compliance:
 
Uphold 5* service standards, SOPs, and values
Always represent the hotel as a brand ambassador
Ensure grooming, conduct, and communication reflect luxury standards
Stay informed about hotel offerings, local attractions, and exclusive experiences

Requirements:
 
Grade 12
Minimum 6+ years in a VIP host, hospitality, or customer-facing role
Extensive 5* guest relations experience
Strong interpersonal skills
Proficiency in MS Office
Ability to use CRM/reservation systems.
Highly organized, presentable, and able to work independently or in a team to build rapport with premium customers.