Our dedicated VIP Concierge

by Angela | Aug 15, 2024

Meet Alba, our client experience all-star! We’re big believers that luxury is in the little things, which sounds about right to Alba, our Client Experience Specialist. We sat down with her to hear how she helps guests take villa stays from great to totally unforgettable. Who knows–it just might spark something special for your next trip!

How long have you been working in customer service?

“It’s already been 25 years! I’m Spanish but I’ve been living in Montreal, Canada for about eight years. Before that, I worked in sales and event management in Cancun, at a luxury hotel in Jamaica, then in event and project management in London. When I came to Montreal, I combined all those roles into a VIP experience specialization.”

Customized Sheldon James Itinerary

See full sample itinerary here

And our guests are grateful! Take us through your process.

“As soon as guests book, I jump in. My main goal is to enhance their stay, so I go through what guests envision for their vacation. Then I recommend the services and activities that will ensure a memorable experience, taking any special occasions into consideration so I can plan the perfect onsite celebrations.”

We’ve seen your spreadsheets. That’s a lot of details.

“It is, and I love it! Once I’ve set up all the little or big extras that personalize a trip, I create an itinerary that includes every last detail. Check-in and check-out procedures, everything guests need to know about the villa and the staff, things of interest about the city or country they’re visiting, etc. I also include a calendar with day-by-day timelines and details for every activity and event.”

And the guests have access, right?

“Absolutely, as well as the villa owner and onsite team. The itinerary includes all the group information, even things like dietary considerations and meal planning, so we’re all connected and working with a crystal-clear plan. Plus, I create a group chat to stay in touch with guests and owners throughout the stay, and even after they’re home.”

What are some favourite moments you’ve planned?

“It’s tough to choose! So far, one of my favourite arrangements was a cultural experience for a family visiting Turks and Caicos. It was so original–the group requested cultural entertainment for the whole family, and I organized an entire beautiful day! We had an immersive heritage show, a Caribbean cooking class, a painting class, and a special traditional dinner prepared by the chef.”

What’s your idea of a perfect itinerary?

“I often recommend blending relaxation and active experiences, like a luxurious massage at the villa and then a private tour of the grounds or local waterfalls. Personally, I like to truly explore the country I’m visiting, so I like making that happen for guests. And I would love to organize the details of a marriage proposal! Our villas are so stunning, it would be the perfect setting for an engagement. I’m still waiting to do that one.”

“I love helping a guest prepare something special in secret for the rest of the group! Surprise dinners, sunset photoshoots, any ‘wow’ moments that make lasting memories.”

Villa Embrace, St. Barts

The sky is really the limit

Alba can arrange private ski lessons, horseback riding on the beach, a mixologist to create your own signature cocktail, an entire exotic zoo at your villa, a sunset cruise on a yacht, swimming with manta rays, outdoor movie night, and so much more.

Discover our services and a sample itinerary, then start dreaming!

See more about our services

Ani Dominican, Punta Cana

Discover our top villas