Manager, Hotel VIP Services

About the role

The VIP Services Manager leads the delivery of exceptional experiences for Israeli and other VIP guests, ensuring a seamless journey from arrival to departure in line with Forbes Standards. The role maintains a visible presence in the lobby, anticipates guest needs, coordinates with operational departments, and resolves issues before they escalate.

Key responsibilities

• Monitor performance standards across the hotel and report issues as needed.
• Resolve any concerns raised by Israeli guests, exceeding their expectations.
• Coordinate with all hotel departments, delegating tasks to meet operational requirements.
• Develop and improve departmental procedures to increase efficiency and guest service quality.
• Ensure credit policies are followed and cashier standards are observed to prevent revenue loss.
• Maintain up‑to‑date product knowledge of events and facilities for accurate guest information.
• Oversee VIP‑focused sections of the department and work closely with Transportation for arrival/departure arrangements.
• Maintain accurate VIP guest profiles, preferences, and special requests.
• Monitor guest feedback, implement corrective actions, and report improvement opportunities.

Required profile

• Bachelor’s degree in hospitality or a related field.
• Minimum 3 years of experience in a Front Office supervisory or managerial role at a five‑star resort.
• Proven experience handling VIP guests and high‑profile clientele.
• Strong interpersonal, negotiation and conflict‑resolution abilities.
• Fluent in written and spoken English and Hebrew.
• Ability to work under pressure, maintain discretion and deliver results.

Required skills

• Proficiency with Property Management System (PMS).
• Microsoft Word.
• Microsoft PowerPoint.
• Microsoft Excel.