Director of Luxury VIP Services
Director of Luxury VIP Services
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Job Description
The Director of Luxury VIP Services leads and elevates the guest experience for VIP guests across the hotel. Reporting to the Director of Operations and working closely with the General Manager and Executive Committee this role drives the strategic direction of the VIP Services department ensuring personalised service loyalty engagement and luxury standards are consistently delivered.
Responsibilities include:
- Create exceptional guest experiences right across the hotel.
- Own the VIP guest experience framework ensuring proactive recognition anticipation of needs and swift resolution of issues to exceed guest expectations.
- To provide a sense of welcome and departure to all guests mainly for VIP guests regular guests
long stay guests service recovery guests Le Club members and members of other Accor
marketing programs high-spend customers and guests celebrating special occasions by
maintaining a contact point to assist them during their stay. - Develop and maintain relationships with high-profile guests owners and partners serving as a trusted ambassador of the Manly Pacific brand.
- Drive the integration of loyalty programs brand initiatives and luxury service standards to foster long-term guest engagement and brand loyalty.
- Undertake root cause analysis to implement procedures to eliminate causes of complaints from
CEO Feedback online (Trip Advisor Facebook etc.) and VOG feedback and create
action plans for improvement. - Active involvement in VIP networking functions for example: GM Cocktails/Loyalty Drinks
Owners visits etc. - Lead and mentor the VIP Services team to deliver exceptional service and exceed guest expectations.
Qualifications :
- Diploma in Hospitality Management Business Administration or other related field.
- Minimum 4 years in a senior leadership position within luxury hotel industry & guest experience.
- Strong working knowledge of Microsoft Outlook Microsoft Office and Opera.
- High presentation standards.
- Confident and articulate communication negotiation relationship and networking skills.
- Ability to work a variety of shifts including weekends and public holidays.
Additional Information :
Whats in it for you:
- Work in front of the iconic Manly Beach
- Benefits Your Way - Great team member benefits (up to 70% off for you to live it up across all Accor Properties & Restaurants)
- Employee Assistant Program Birthday day off Anniversary gifts discounted gym membership and much more!
- Work for one of the most prestigious hotels in all of Sydney!
- Dry-cleaning on us: you wont need to worry about ironing and/or washing your uniform on your days off we encourage you to embrace life instead!
Welcome to our coastal lifestyle. Follow the sun. Feel the breeze. Experience Manly Pacific.
To apply please follow the link below or send your resume to
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
