VIP & Executive Services Manager

About the position

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.

Responsibilities

• 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.
• Oversee guest feedback management across online platforms 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 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.
• 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.

Requirements

• 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.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Learning programs through our Academies designed to sharpen your skills.
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.
• Career development opportunities with national and international promotion opportunities.