The Aerial, BVI

JOB DESCRIPTION
 

Purpose of Role:

The Guest Operations and group Coordinator supports the Island Managerial team in running our world-class luxury resort in line with The Aerial’s mission, vision and core values. This coordinator supports the oversight of the entire property’s operational teams with special emphasis on the Front Of House, ensuring that there is a harmonious, efficient and optimal atmosphere with clear reporting systems, ideally suited employees and top-tier operations. Guest Operations and group Coordinator will liaise with teams to ensure that all aspects of the guests’ stay are well produced and coordinated, and spend time with the guests to ensure that all requests and feedback are integrated into The Aerial’s one-of-a-kind experience. This role has a strong emphasis on being guest facing. As Guest Operations and group Coordinator you will be a strong leader in every service and delegate to your experience team ensuring the smooth running of the operation.  Alongside other responsibilities, the Guest Operations and group Coordinator will also ensure that the entire guest experience, including the presentation of guest areas, is up to The Aerial’s highest standards. 

Role & Responsibilities:

Experience/Hosting 

• To support Experience Team rota in the absence of The Head of House ensuring adequate staffing levels are in place to provide an exemplary guest experience.
• Along with the Head of House, to set department standards, develop procedures, undertake training initiatives when necessary and ensure that all standards are adhered to.
• To be a strong leader in front of the house in every service by setting standards and directing the team to be effective on each shift.
• Follow up with the Operations Manager and General Manager if experience team members are not delivering The Aerial standards or need more support in specific areas of training with key focus being on explaining health benefits.
• To lead on all events, exclusive booking correspondence and planning, day event planning, Summit and Heal The Hero correspondence and planning.
• To ensure clear lines of communication are kept between the kitchen and front of house for guests' allergies and explanations of our healthy menu and why it's good for you. 
• To oversee the process of preparing for a guest reservation prior to their arrival and assist where needed in the preparation for unique guest events that the island hosts.
• To monitor, anticipate and react to customer needs consistently to ensure maximum guest satisfaction.

•  Engage in the ongoing development and adjustment of the weekly guest calendar, aiming to foster diversity and variety for both guests and the team.

• To build positive relationships with guests through effective contact and communication.
• To regularly review guest feedback and respond as necessary, corresponding with the relevant department heads to address any issues raised.
• To take prompt action to deal with complaints according to company policy. 

Spa

• To collaborate closely with the Wellness Coordinator to ensure the daily execution of wellness activities and enhance guest satisfaction by tailoring experiences to their preferences, while also maintaining the continuity and quality of our wellness resort offerings, during an event.

Health and Safety

• To work with Island Management to oversee Health And Safety procedures and team training.
• To help plan and oversee First Aid Training for all staff and ensure that First Aid equipment is kept properly maintained and up to date.
• To assist in ensuring that all staff are correctly trained in the use of vehicles, boats and equipment and that policies of these are applied.
• To ensure that all staff are up to date with the necessary statutory training requirements (food handlers, etc.).
• To ensure guests safety at all times and refer to the Island Manager any requests that may be viewed as potentially dangerous.

People Management

• Ensure compliance with the BVI Labour Code as guided by the Human Resources.
• Take the necessary steps to ensure a harmonious working relationship within the team to resolve any issues that might threaten a conducive working atmosphere.
• Lead the team through the effective setting of examples.
• Responsible for guiding, developing and supporting team members.
• Coaching individual team members to develop their skills and maximize performance.
• Give clear direction and guidelines to team members.
• Confront and resolve performance problems as necessary and in line with company policies.
• Motivate and be proactive in encouraging team commitment and spirit.
• Delegate and manage the distribution of workload effectively.
• Communicate effectively through regular briefings, and 1-1 meetings with direct reports.
• Ensure that team member induction and the necessary documentation are completed with a new team member.
• Share ideas and problems with the team and encourage their input in helping make decisions where possible.
• Keep Human Resources advised on any serious disciplinary actions or formal grievances and take advice from them as to dealing with the situation. 

Additional Support 

• Guest Operations and group Coordinator will be on the Night Manager Schedule
• Train and be proficient on the island Property Management Systems, maintaining its functionality to ensure correct and efficient utilization. 
• Attend the morning management briefing and deliver a summary of guest movements/requests/activities that day.
• Ensure that any special requests are appropriately dealt with to exceed the guest’s expectations
• Assist with driving guests around the property.
• Assist with homeowner requests as necessary and ensure all requests in their house are properly dealt with.
• Monitor feedback and comment cards and act on any comments made, which could improve the product and delivery.
• Ensure that proper logs of guest visits are maintained in order to be used for return guests.
• Working with the hosting and wellness teams to bring attention to detail around the island to a higher level, including but not limited to furniture placement, standard décor, cushion setups on day beds and sun loungers and training relevant team members in these standards.
• Ensure all purchases are correctly processed, and POs prepared.
• Assist the Island Management in ensuring that standards across the property are correctly maintained.

Other

• To attend all meetings as requested by management and support the communications process.
• To maintain total confidentiality as to the identity of the guest staying on property.
• To have a clear working knowledge of the island’s policies and operate within their guidelines at all times.
• To cooperate with management and other employees to ensure a harmonious working environment.
• To respond to fire emergencies, as stated in the fire procedures and undergo any training on emergencies and accidents.
• To dress in the Aerial BVI island uniform and be well-groomed when on duty. 
• To assist in island/business preparation for a hurricane or other significant event.
•  To assist with the island’s charitable activities. 
• When off-island, to behave in a manner appropriate as a representative of the island. 
• Abide by Aerial’s core values and employee handbook.
•  To undertake any reasonable project requested by a management member.