Job Description

The VIP & Executive Services Manager is a dynamic and hybrid role that blends executive office support with guest relations and VIP services. This individual will act as a key liaison between hotel leadership and guests, ensuring seamless operations within the Executive Office while also delivering exceptional luxury experiences to high-profile visitors. The role requires exceptional organizational skills, attention to detail, and a proactive, guest-centric mindset.

Key Responsibilities

Executive Office Support:

• Organize and coordinate activities for the Executive Office, ensuring smooth daily operations.
• Manage the General Manager’s inbox, prioritizing correspondence and ensuring timely responses.
• Sort and distribute mail, manage ownership requests, and coordinate internal meetings.
• Take detailed minutes during executive meetings and track action items.
• Support special projects and initiatives as assigned by the Executive Office.

Guest Relations and VIP Services

• Oversee guest feedback management across online platforms (Google, TripAdvisor) and internal guest satisfaction portals, ensuring timely and professional responses.
• Ensure consistent adherence to Accor & Fairmont brand standards and VIP protocols.
• Communicate VIP arrivals and special requests to all relevant departments.
• Act as a visible hotel ambassador in public areas, ensuring proactive guest engagement.
• Monitor high-pressure areas (e.g., check-in queues, lobby operations) and provide hands-on support when needed.
• Prepare and personalize VIP guest experiences, ensuring all preferences and requests are met.
• Conduct quality checks on room assignments and personally welcome key guests upon arrival.
• Work closely with departments including Front Office, Housekeeping, Food & Beverage, Engineering, and Guest Services to ensure a seamless luxury experience.
• Track and analyze guest feedback data to anticipate future needs and improve service delivery.

Additional Expectations

• Maintain a professional appearance and adhere to Fairmont’s grooming standards.
• Be available for flexible scheduling, including mornings, evenings, weekends, and holidays.
• Exhibit discretion, professionalism, and confidentiality in all executive-related matters.
• Demonstrate decisive problem-solving skills and a proactive approach to guest satisfaction.
• Support hotel functions and initiatives beyond assigned duties when required.

Qualifications

• Minimum 1 year of Front Desk leadership experience in a luxury hospitality setting.
• Strong organizational, communication, and interpersonal skills.
• Exceptional verbal and written presentation abilities.
• Team-oriented with a high level of initiative, sales acumen, and public relations expertise.
• Proven ability to handle confidential information with discretion.
• Experience managing online guest feedback platforms and internal service tracking tools.
• Previous experience with Opera PMS, loyalty programs, and hospitality analytics tools preferred.
• Additional experience in Food & Beverage, Guest Services, Sales, or Rooms Division is an asset.

Physical Aspects of Position include but are not limited to the following:

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 50 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for 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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! \ #BELIMITLESS

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