Job Description

REQ15061 Manager, Hotel VIP Services (Open)

POSITION SUMMARY:

The VIP Services Manager plays a lead role in delivering exceptional guest experiences with a specific focus on Israeli and VIP guests. This position maintains a visible presence in the lobby and guest contact areas, welcoming and assisting guests throughout their arrival, stay and departure to ensure a seamless and personalized guest journey in accordance with Forbes Standards. The role proactively anticipates guest needs, coordinates with operational departments to ensure service excellence, and resolves guest concerns promptly and effectively before they escalate. Through building strong guest relationships, maintaining close communication with VIP guests, and ensuring tailored service delivery, the position contributes to guest satisfaction, brand loyalty and repeat business.

PRIMARY RESPONSIBILITIES:

• Monitors performance standards across the hotel, reporting issues/concerns as needed
• Resolves efficiently any issues raised by Israeli guests to ensure their needs are met and expectations exceeded.
• Liaises with other key departments across the Hotel and delegates tasks as required to ensure the entire operational requirements are met
• Improves and develops departmental procedures to increase efficiency and productivity and improve service to guests
• Eliminates revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standards
• Maintains current product knowledge of events and facilities to ensure guests receive accurate, timely information and advice
• Oversee proper operation of various sections of the department especially those servicing VIP guests
• Works closely with the Transportation Department to ensure appropriate arrival and departure arrangements for VIP guests.
• Maintains consistent and effective communication with all departmental managers and staff
• Adheres to all Company policies and procedures
• Supports the Front Office team as needed to meet Forbes Standards.
• Maintains accurate VIP guest profiles and preferences to facilitate personalized service and enhance guest loyalty.
• Monitors guest feedback and satisfaction indicators, implements corrective actions where required and reports service improvement opportunities to management.
• Maintains strict confidentiality and discretion regarding all guest information and VIP guest activities.
• Reviews daily VIP arrivals, departures and in-house guests to ensure all preferences, amenities, room assignments and special requests are arranged and communicated accordingly.
• Maintains strong relationships and effective communication with VIP guests to ensure exceptional service and a positive guest experience throughout their stay.

KEY PERFORMANCE INDICATORS:

• Good management of complaints and incidents
• Positive customer Feedback
• Continuous progress of technical skills
• Successful resolution of guest complaints within established timelines
• Compliance with Forbes and Hotel Service Standards

QUALIFICATIONS:

Education

• Bachelor’s degree in hospitality or related field

Experience

• At least 3 years previous experience in a Front Office Supervisor / Managerial role in a five-star resort
• Previous experience handling VIP guests and high-profile clientele in a five-star hotel environment.

Skills

• Excellent interpersonal and customer service skills
• Excellent negotiation and conflict resolution skills
• Fluent in both written and spoken English and Hebrew
• Computer literate with PMS, Word, PowerPoint, Excel
• Strong problem solving and critical thinking
• Strong organizational and time management skills
• Ability to build and maintain relationships with VIP guests
• Ability to work effectively under pressure in a fast-paced environment

PERPERSONAL COMPETENCIES:

• Attention to detail
• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Able to work on flexible shifts including nights, weekends and holiday on rotation basis
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable