Job Summary:
The VIP Services Manager is a newly created role designed to set new standards in luxury hospitality, with a focus on delivering unforgettable experiences for our VIPs. As the main steward of high-profile guest experiences, you will orchestrate every aspect of VIP services—from arrival to departure, creating personalised and memorable moments that resonate deeply with each guest. You’ll manage a team of service professionals and collaborate across departments to ensure every interaction reflects our commitment to excellence. This role embodies the vision of guest-centric luxury and is integral to establishing our reputation as the preferred choice for discerning travellers.
Responsibilities
- Craft and deliver seamless, high-touch experiences for VIPs, dignitaries, and loyalty guests, overseeing every detail to ensure each stay is uniquely tailored to their preferences and expectations.
- Serve as the primary contact for VIP guests, managing all aspects of their journey with discretion and intuition, and addressing needs proactively.
- Lead, inspire, and develop a team of dedicated professionals, setting a high standard for service excellence and empowering team members to create impactful guest experiences.
- Partner closely with Sales, Front Office, Housekeeping, and Food & Beverage teams to ensure VIP guest arrangements and amenities are executed flawlessly.
- Continuously enhance the VIP experience by implementing guest recognition programmes, capturing meaningful details, and maintaining accurate guest histories to personalise future stays.
- Curate VIP amenities and experiences that reflect our brand’s commitment to luxury, ensuring that each interaction leaves a lasting positive impression.
- Oversee the VIP Lounge as a secondary, exclusive space for guests, ensuring it serves as a tranquil and well-appointed retreat.
- Model a high level of professionalism and service aptitude, embodying the values of the brand and fostering an inspiring environment for both guests and team members.
Preferred Qualifications
- Degree in Hospitality Management or a related field.
- Experience in high-end, fast-paced hospitality environments and familiarity with luxury brand standards.
- Proficiency in Opera / Opera Cloud or similar hotel management systems.
- Ability to speak Malay is a plus, enhancing communication with Malay-speaking VIPs.
- Flexibility to work extended hours, including weekends and holidays, as required to meet guest needs.
- Global Perspective: International experience in luxury hospitality, with a strong understanding of different cultural expectations and service nuances.
- High-Profile Guest Expertise: Proven experience working with Royal Families, Heads of State, or other prominent individuals, showcasing the highest discretion and professionalism.
- Luxury Hospitality Background: A background in luxury or ultra-luxury hotel environments with a passion for crafting personalised, high-impact guest experiences.
