VIP Experience Director — Luxury Hospitality Leader

Elysium Hotel; Manly; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Loyalty program

Training & development

Wellbeing program

Accommodation & dining privileges

Care culture

Diverse team

Job summary

Elysium Manly invites applications for the Director of VIP Services, a strategic leadership role that elevates the VIP guest experience across our luxury hotel. Reporting to the Director of Operations, you will champion personalised service, meaningful guest recognition and loyalty, and the consistent delivery of exceptional standards.

Lead and mentor the VIP Services team, develop relationships with high‑profile guests and partners, and integrate loyalty programs to foster long‑term brand

Qualifications

• Diploma in Hospitality Management or 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.

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.

Skills

High presentation standards

Communication and negotiation

Relationship building

Time management

Attention to detail

Shift flexibility

Education

Diploma in Hospitality Management or related field

Tools

Microsoft Outlook

Microsoft Office

Opera (PMS)

Job description

Elysium Manly invites applications for the Director of VIP Services, a strategic leadership role that elevates the VIP guest experience across our luxury hotel. Reporting to the Director of Operations, you will champion personalised service, meaningful guest recognition and loyalty, and the consistent delivery of exceptional standards.

Lead and mentor the VIP Services team, develop relationships with high‑profile guests and partners, and integrate loyalty programs to foster long‑term brand