VIP Services Supervisor

at  Hard Rock Hotel London ON

JOB SUMMARY:

The VIP Services Supervisor is responsible for providing exceptional service to all guests (including VIP and high-profile guests), managing Bell & Valet Services, and ensuring the experience for all guests at Hard Rock London is seamless, personalized, and exceeds expectations. This role is integral in maintaining the VIP & Rock Royalty program by overseeing the check-in/check-out process in the exclusive VIP Lounge, managing special requests, and ensuring a high level of satisfaction for all guests. The VIP Supervisor will work closely with the Front Office , bell and valet team, as well communicate with all departments to facilitate guest needs and ensure smooth operations of the Front Office.
Hours of Work: This is a full-time role with days and hours aligned to business needs, guest demand, and events.

EDUCATION:

High school diploma or equivalent required. A degree in Hospitality Management or related field is preferred.

EXPERIENCE:

Minimum of 2 years of experience in a luxury or upscale hotel environment, with at least 1 year in a supervisory or leadership role, preferably in the Front Office or Guest Services department.

Skills & Abilities:

• Strong leadership skills with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills, with the ability to engage and interact with high-profile guests.
• Problem-solving abilities and the capability to handle sensitive or challenging situations with professionalism.
• Ability to work well under pressure while maintaining a positive attitude and ensuring high guest satisfaction.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Proficient in Microsoft Office Suite and hotel management software (e.g., Opera, Maestro).
• Physical Requirements:
• Ability to stand and walk for extended periods.
• Ability to lift up to 25 lbs. occasionally.
• Flexibility to work various shifts, including nights, weekends, and holidays.

• VIP Guest Service:
• Oversee and manage the daily operations of the VIP program, ensuring all VIP guests receive top-tier service and personalized attention.
• All department leaders are constantly updated with a 3 day VIP arrival and in house report.
• Serve as the main point of contact for VIP guests, addressing their specific needs and requests with efficiency and professionalism.
• Welcome VIP guests to the VIP Lounge upon arrival, ensuring smooth check-in/check-out processes, and ensure all arrangements are made to exceed their expectations.
• Ensure VIP amenities, room preferences, and special requests are properly managed and delivered.
• Team Leadership and Supervision:
• Supervise and lead the Front Office team, providing guidance and training on VIP guest service standards.
• Act as a liaison between Front Office and other departments to ensure seamless communication and coordination regarding VIP requests.
• Handle escalated issues and resolve complaints promptly, ensuring all guest concerns are addressed in a timely and professional manner.
• Directly responsible to oversee the bell and valet services, scheduling, training and if necessary, corrective training procedures.
• Guest Experience Enhancement:
• Monitor and analyze guest feedback to identify opportunities for improvement in VIP guest services.
• Proactively seek feedback from VIP guests to ensure satisfaction, anticipating needs, and exceeding their expectations.
• Organize and manage VIP-specific events or services as needed, such as private tours, reservations, or special in-room experiences.
• Operational Management:
• Manage VIP arrivals and departures, ensuring proper coordination with the concierge, bell staff, housekeeping, and other departments.
• Maintain accurate records of VIP guests and their preferences to ensure personalized service during each stay.
• Assist in managing VIP reservations and track VIP guest room assignments to ensure they receive preferred accommodations.
• Collaboration and Coordination:
• Collaborate with other departments, such as Sales, Marketing, and Events, to identify and assist with high-value guests or VIP promotions.
• Ensure all VIP guests are recognized and provided with the best possible experience throughout their stay at the Hard Rock Hotel.
• It will not be unusual to get last minute VIP designations so the Supervisor must be able to make immediate and last-minute adjustments to accommodate accordingly.
• Quality Assurance:
• Ensure all VIP services are aligned with the Hard Rock Hotel brand standards and values, in particular within the guidelines of the Rock Royalty program and in accordance of the Walk This Way training.
• Monitor Front Office operations to ensure efficiency, professionalism, and adherence to company policies.
• Conduct regular audits of the VIP guest experience to ensure continuous improvement.