VIP Services Manager 
(19662)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

The VIP service manager is 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 and ensuring that all VIP guests receive prompt and efficient service.

The VIP Services Manager is expected to have a smart and neat appearance, which reflects the high standards of One&Only Resorts.  The VIP Services Manager is also expected to have a critical eye for details in terms of cleanliness, hygiene, and service. Knows how to lead and motivate a team of Hosts & butlers as a teacher, the VIP Services Manager also protects and ensures the service know-how.

Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible. At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints. A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year. Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.

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 that all VIP guests receive 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 that 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 relationship 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 participates in own development and team development
• Compile a monthly training plan for the Host, Butler & Housekeeping Team
• Provide up-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
• Overseeing operations and maintenance of the Lions Head Penthouse and liaising with its owners

Product

• Always represent and promote One&Only Resorts and to the best of his/her abilities
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Maintain intra-departmental relations and communication to achieve synergy within the department and the One&Only daily operation
• Knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Ensures that all guest-access-areas within the assigned sections are always kept clean and tidy (i.e., rooms, corridors, room entrances and terraces)
• Ensure housekeeping services are performed within timeframes requested by guests
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities (both on property and offsite)
• Knows the location and types of available rooms as well as the activities and services of the property
• Fully trained on the usage of all the necessary operational system such as (Opera, Alice, POS, SAGA)
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, etc.)
• Monitor different type of communication processes and provide structured, consistent, support and recommendations for consistent improvements and implement change where needed, necessary and with proper approvals
• Coordinate the delivery of any item requested by the guest and in cooperation of the other departments
• Fully Trained in First Aid and Safety Protocols
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Coordinate with In-Room Dining and Housekeeping on the service of the occupied, departing and arriving rooms, based on timeframes and requests
• Report Lost and Found property according to Policy & Procedure
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget
• Drive and support revenue generation
• Managing reservations, guest preferences, and VIP profiles, ensuring accurate records and pre-arrival preparation including pre-arrival preference collection
• Plan and execute pre-arrival or arrival wow/joy moments as well as signature moments during the guest’s stay
• Work closely with Concierge to curate personalized experiences
• Coordinating suite readiness, amenities, and botanical setups with relevant departments
• Ensuring proper suite and penthouse preparation according to VIP standards
• Attending key events, site inspections, and overseeing VIP guest arrivals and departures
• Acting as a central coordinator to ensure seamless guest experiences across all departments
• Monitoring guest feedback, maintaining records, and driving 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 and drive return reservations

Management

• Directs the Host & Butlers in the care and attention to detail in guest services
• Attend morning meeting with Heads of Departments on guest arrival days to ensure management team is briefed
• Supervision of Host/Butlers contains grooming standards, coordination, checking and completion of the assigned duties
• Distribute all work-related information to the departments
• A commitment to a sense of urgency, immediacy, and total responsiveness
• Demonstrate commitment to uncompromising standards of excellence
• To develop a close working relationship with all departments, colleagues, and managers to ensure guest expectations are met
• Communicate and organize staffing requirements with relevant managers
• All colleagues are always dealt with in a polite and helpful manner
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities
• Ensures that all maintenance requests are dealt with in a timely and professional manner
• Ensures that all service areas (pantries and corridors) are always kept clean and tidy
• Contribute to teamwork which positively impacts on Guest Service
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict
• Executive Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
• Inspects and perform random audit checks of guest rooms, together with the Host, strictly abiding to the established standards and procedures
• Has sound product knowledge of all Penthouses & Suites, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules
• Primary point of contact responsible for the Kerzner Private Homes program, overseeing and managing all aspects of the exchange program, including training, reporting, and communication with the global head office.

Quality

• Improve guest satisfaction
• Consistently improve quality of service
• Effective in complaint handling and problem resolution
• Coordinate daily Arrival and Departure experience; Properly plan 3-5 days in advance of intended arrivals to ensure all guest needs/preferences are prepared
• Welcome, greet, and assist guests with any requests, enquiries, and directions
• Ensure all guests’ requests are successfully completed
• Ensure to create and follow up any ticket in ALICE, always in a timely manner
• Ensures that all F&B deliveries are dealt with in a timely and professional manner
• Look after guests who need special attention with the upmost care and accuracy
• Ensure that suites are checked daily to ensure that the rooms are showroom/upsell or sell ready
• Check all VIP rooms and Suites before arrival
• Responsible for utilizing ReviewPro in making sure that the feedback is shared with the team and follow up on any issues or glitches
• Weekly maintenance & housekeeping report to be compiled and shared 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 thinker and a remarkable problem solver
• Eye for detail and five-star luxury standards
• Expertise in product and brand knowledge
• Technical knowledge and skills in terms of technology and innovation
• Excellent project management skills
• To be able to recognize and adjust to change
• Setting and achieving specific standards for self and others
• Capable of delegating some authority, with close follow up and control

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.