Director of VIP Services

Company Description

At Elysium Manly, we’re building a team who understand that luxury lives in the details: the thoughtful orchestration of space, time and care. Our ambition is to become Australia’s leading luxury hotel brand, and that starts with the people who bring it to life. Here, you’ll be part of a new chapter – one where curated experiences and genuine connection come first, and your craft is valued as much as your character. We invest in our people the way we invest in our guests: with intention and care. The story is unfolding. Come find your place in it.

The Director of VIP Services leads and elevates the VIP guest experience across the hotel. Reporting to the Director of Operations and working closely with the General Manager and Executive Committee, this role provides strategic leadership for the VIP Services department, championing highly personalised service, meaningful guest recognition and loyalty, and the consistent delivery of exceptional luxury standards.

Main responsibilities:

• Create exceptional guest experience’s right across the hotel.
• Own the VIP guest experience framework, ensuring proactive recognition, anticipation of needs, and swift resolution of issues to exceed guest expectations.
• To provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, high-spend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay.
• Develop and maintain relationships with high-profile guests, owners, and partners, serving as a trusted ambassador of the Elysium Manly brand.
• Drive the integration of loyalty programs, brand initiatives, and luxury service standards to foster long-term guest engagement and brand loyalty.
• Undertake root cause analysis to implement procedures to eliminate causes of complaints from CEO Feedback, online (Trip Advisor, Facebook, Booking.com etc.) and VOG feedback, and create action plans for improvement.
• Active involvement in VIP networking functions, for example: GM Cocktails/Loyalty Drinks, Owners visits, etc.
• Lead and mentor the VIP Services team to deliver exceptional service and exceed guest expectations.

Your experience and skills include:

• Diploma in Hospitality Management, Business Administration, or other related field
• Minimum 4+ years in a senior leadership position within luxury hotel industry & guest experience
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera
• High presentation standards
• Confident and articulate communication, negotiation, relationship and networking skills
• Ability to work a variety of shifts, including weekends and public holidays
• Attention to detail and effective time management in all allocated tasks
• Valid Australian Working Rights / Visa is essential

What’s in it for you:

• Be part of Elysium Manly, an elevated new hospitality experience where exceptional service, thoughtful detail and a genuine sense of place come together in one of Sydney’s most iconic beachside destinations.
• Experience a culture built on care, connection and belonging, where you are welcomed, valued and recognised from your very first day.
• Be celebrated through our Elysium Recognition program, recognising performance, loyalty, service milestones and the moments that make a difference.
• Master your craft through our Luxury Craft & Mastery training and ongoing opportunities to develop your skills, knowledge and career.
• Feel supported in every aspect of your wellbeing with access to our Employee Assistance Program, Wellness Leave and Mental Health First Aid trained leaders.
• Enjoy exclusive accommodation and dining privileges across Elysium and our hotel portfolio.
• Join a diverse and inclusive team of exceptional people, united by a passion for luxury hospitality and a commitment to delivering the highest standards of service.