Position Overview
The Protocol & VIP Services Officer is responsible for planning, coordinating, and delivering exceptional service to VIP guests, executives, dignitaries, investors, and high-profile visitors. This role ensures that all protocol standards, hospitality requirements, and guest experience processes are executed with professionalism, confidentiality, and cultural sensitivity.
Key Responsibilities
VIP Guest Management
- Serve as the primary point of contact for VIP guests before, during, and after their visit.
- Plan and coordinate all guest requirements, including transportation, accommodation, scheduling, security protocols, and special requests.
- Ensure a smooth and personalized experience tailored to each VIP's preferences and expectations.
- Maintain up-to-date profiles of frequent VIP visitors.
Protocol Coordination
- Implement formal protocol guidelines and ensure all internal teams follow proper etiquette when dealing with high-profile guests.
- Prepare protocol briefings for executives and staff ahead of VIP visits.
- Coordinate with government agencies, royal offices, embassies, and security teams when required.
Event & Visit Planning
- Organize VIP tours, meetings, and special engagements, ensuring high-level execution.
- Prepare detailed visit programs and itineraries.
- Oversee venue arrangements, seating protocols, staging, and hospitality setups.
Communication & Liaison
- Act as the liaison between VIP guests and internal departments (executive office, security, PR, operations, etc.).
- Handle sensitive information with discretion and maintain the highest level of confidentiality.
- Ensure timely communication of all guest needs, updates, and service requirements.
Service Excellence
- Monitor and evaluate the quality of VIP services to continuously improve guest satisfaction.
- Train staff on customer service standards, cultural awareness, and protocol etiquette.
- Respond promptly to VIP feedback, concerns, or issues.
Administrative & Reporting
- Prepare reports and documentation related to VIP visits, protocol procedures, and service enhancements.
- Maintain an organized archive of VIP visit records, agreements, and protocol guidelines.
- Manage budgets related to VIP hosting, gifting, and event arrangements.
Requirements
Qualifications & Requirements
Education
- Bachelor's degree in Hospitality Management, Business Administration, Public Relations, International Relations, or a related field.
Experience
- 37 years of experience in VIP services, guest relations, protocol management, or hospitality roles.
- Experience working with high-profile clients, government delegations, or executives is preferred.
