Director of Luxury VIP Services

2 days ago

Manly Vale, Australia MGallery Hotel Collection Full time $104,000 - $170,000 per year

Company Description
Why work with Manly Pacific and Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Nothing beats working by the iconic Manly Beach, with the unique views and talented group of team members.

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, 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

What's 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 won't 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 h5462-

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