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Job 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. 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.
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