Members Concierge

About the Role

Prime Travelers Club by Royalton operates as a premier vacation club delivering exceptional travel experiences throughout the Caribbean. As a Members Concierge located at Royalton Negril, Jamaica, you will play a crucial role in providing personalized, top-notch service to club members and guests. This full-time position emphasizes a collaborative culture focused on professionalism, attention to detail, and guest satisfaction.

Primary Responsibilities

• Prepare daily briefings by evaluating guest profiles, reservations, preferences, and special requests to ensure comprehensive daily updates.
• Monitor all member arrivals and departures, promptly communicating updates to management and relevant teams.
• Oversee pre-arrival preparations, including ordering and distributing wristbands and inspecting guest rooms to meet expected standards and customized preferences.
• Serve as the dedicated contact point for members and guests, delivering warm, professional assistance and ensuring all requests are handled swiftly and effectively.
• Anticipate guest needs proactively and identify ways to enhance personalized experiences.
• Maintain ongoing communication with management about VIP members, special occasions, complaints, and guest preferences to ensure exceptional service delivery.
• Update and manage guest profiles and member system information accurately, safeguarding confidentiality.
• Collaborate closely with other departments and management to coordinate guest arrivals, special arrangements, and resolve service issues.
• Compile and submit detailed Guest Experience Evaluation Reports post-stay, documenting feedback and service observations to guide continuous improvement.

Required Qualifications and Skills

• Previous experience in concierge services, hospitality, or related luxury customer-facing roles preferred.
• Excellent communication skills, both verbal and written.
• Strong organizational capabilities with the ability to time-manage and multitask efficiently.
• Meticulous attention to detail and high professionalism.
• Effective problem-solving, decision-making, and follow-up skills.
• Proficiency with computers, particularly guest management or reservation software.
• Trustworthy with the ability to maintain confidentiality of guest and member information.
• A welcoming, warm personality and a proactive mindset toward guest service.

Key Performance Expectations

• Consistently deliver personalized and professional service to all members and guests.
• Ensure preparation and readiness for arrivals and departures with accurate monitoring and communication.
• Maintain precise and updated records of member preferences and system data.
• Promptly fulfill guest requests with effective follow-up and resolution of concerns.
• Engage professionally and collaboratively with management and cross-functional teams.
• Prepare and submit required post-visit guest evaluation reports timely to support service enhancement.

Core Competencies

Guest Focus, Attention to Detail, Effective Communication, Strong Organization, Team Collaboration, Discretion, Professionalism, Proactive Service, and Reliable Follow-Through.