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 experience’s 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, Booking.com 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.
