VIP Services Manager (19662)
Responsible for establishing, coordinating and overseeing the delivery of personalized, high‑quality customer service to VIP guests. This includes managing a team of colleagues from supporting departments and implementing guest service policies and procedures, ensuring that all VIP guests receive prompt and efficient service.
Overview Identifying and evaluating the needs of VIP guests and developing customized service plans to meet their specific requirements.
Leading and managing a team of colleagues representing a multitude of departments, providing guidance, support and training as needed.
Developing and implementing customer service policies and procedures to ensure consistent, high‑quality service.
Monitoring and measuring the effectiveness of customer service processes and making recommendations for improvement as needed.
Handling complex or escalated guest issues and resolving them in a timely and satisfactory manner.
Maintaining accurate and up‑to‑date records of customer interactions and transactions.
Providing regular reports on customer satisfaction, service levels and other key metrics to management.
Collaborating with other departments to ensure VIP guests receive a seamless, end‑to‑end service experience.
Staying up to date on industry trends and best practices in customer service.
Property management of P2 & Signature Suites – ensure that all three suites are always in immaculate condition and ready to sell at any given point during vacant status.
Effective liaison & representation.
Innovation in product. Key Duties and Responsibilities – Development Maintain polite and professional interpersonal relationships with both colleagues and guests.
Demonstrate ability to communicate effectively.
Prepare and organize pre‑shift briefings for butlers & hosts.
Conduct/lead operational and departmental meetings (as needed).
Proactively participate in own development and team development.
Compile a monthly training plan for the host, butler & housekeeping team.
Provide up‑to‑date information on guest feedback and upcoming reservations.
Create, update and adhere to departmental SOPs and checklists.
Build relationships with owners, body corporate & executive committee.
Oversee operations and maintenance of the Lions Head Penthouse and liaise with its owners. Product Represent and promote One & Only Resorts to the best of one's abilities.
Adhere to company ethics & antibribery policies.
Understand, instill and live the company philosophy.
Ensure compliance with all brand standards, OO markers, quality standards and SOP.
Maintain workplace discipline in accordance with company philosophy, policies and procedures.
Maintain intra‑departmental relations and communication to achieve synergy within the department and within One & Only daily operation.
Know the facilities and services provided by sister hotels of the One & Only Resorts Group.
Maintain confidentiality and privacy. Operations Show a personal interest for each of our guests and an authentic goal of being there in any moment.
Ensure that all guest‑access areas within the assigned sections are always kept clean and tidy.
Ensure housekeeping services are performed within requested timeframes.
Gain comprehensive understanding of all outlets, opening hours, menus, amenities, activities.
Know the location and types of available rooms as well as the activities and services of the property.
Fully trained on all necessary operational systems such as Opera, Alice, POS and SAGA.
Actively manage and record guest preferences and communicate to relative departments.
Monitor communication processes and provide structured, consistent support and recommendations.
Coordinate the delivery of any item requested by the guest in cooperation with other departments.
Fully trained in first aid and safety protocols.
Use PPE and comply with hygiene & safety measures as required.
Coordinate with in‑room dining and housekeeping on the service of occupied, departing and arriving rooms.
Report lost and found property according to policy & procedure.
Be involved in projects assigned by management and ensuring completion on time and within budget.
Drive and support revenue generation.
Manage reservations, guest preferences and VIP profiles, ensuring accurate records and pre‑arrival preparation.
Plan and execute pre‑arrival or arrival wow/joy moments and signature moments during guest stay.
Work closely with concierge to curate personalized experiences.
Coordinate suite readiness, amenities and botanical setups with relevant departments.
Ensure proper suite and penthouse preparation according to VIP standards.
Attend key events, site inspections and oversee VIP guest arrivals and departures.
Act as central coordinator to ensure seamless guest experiences across all departments.
Monitor guest feedback, maintain records and drive guest retention strategies.
Ensure a seamless, personalized and high‑quality experience from pre‑arrival through post‑stay follow‑up to create long‑lasting relationships with guests. Management Direct hosts & butlers in care and attention to detail in guest services.
Attend morning meetings with department heads on guest arrival days.
Supervise host/butler grooming standards, coordination and completion of assigned duties.
Distribute work‑related information to departments.
Demonstrate commitment to uncompromising standards of excellence.
Develop close working relationships with all departments and managers to ensure guest expectations are met.
Communicate and organize staffing requirements with relevant managers.
Deal with colleagues politely and helpfully.
Ensure colleagues have proper supplies and tools.
Ensure maintenance requests are dealt with promptly and professionally.
Ensure service areas (pantries and corridors) are always kept clean and tidy.
Contribute to teamwork positively impacting guest service.
Accurately communicate essential information to relevant personnel.
Inform executive management about activities, progress and results.
Inspect and perform random audit checks of guest rooms with host.
Have sound product knowledge of all penthouses & suites and services of all departments.
Serve as primary point of contact for Kerzner Private Homes program, overseeing training, reporting and communication with global head office. Quality Improve guest satisfaction.
Consistently improve quality of service.
Effectively handle complaints and problems.
Coordinate daily arrivals and departures; plan 3‑5 days in advance.
Welcome, greet and assist guests with requests, inquiries and directions.
Ensure all guest requests are completed successfully.
Manage tickets in ALICE in a timely manner.
Ensure F&B deliveries are handled professionally and promptly.
Provide special attention to guests needing extra care.
Ensure suites are checked daily for showroom/upsell or sell ready status.
Check all VIP rooms and suites before arrival.
Use Review Pro to share feedback and follow up on issues.
Compile weekly maintenance & housekeeping report and share with executive housekeeper and excom. Skills, Experience & Educational Requirements Education: High school completed – university degree optional.
Previous hospitality (operational) experience advantageous.
Languages: Bilingual. Language: English fluent (100%).
Proficient in MS Office, ALICE, SAGA, and Micros Opera.
Exceptional communication and interpersonal skills.
Natural leadership and management abilities.
Critical thinking and remarkable problem‑solving skills.
Eye for detail and five‑star luxury standards.
Expertise in product and brand knowledge.
Technical knowledge in technology and innovation.
Excellent project management skills.
Ability to recognize and adjust to change.
Set and achieve specific standards for self and others.
