Description From the moment a guest decides to stay at our hotel, the process will begin on a journey to a genuinely memorable experience. As Associate Director of VIP Services, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll be the main conduit to personally guide the front desk team to the warm atmosphere that makes our guests feel at home in any location. Assisting the Director of VIP Services, your role will ensure 7-day coverage to this important department, ensuring our most valuable guests welcomed any day of the week. Ultimately, you’ll be responsible for ensuring a superior branded guest experience and compliance with quality and operational standards before, during and post stay. A little taste of your day-to-day: Every day is different, but you’ll mostly be: ● Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements to ensure a seamless transition of information and delivery of service ● Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner ● Keeping close contact with guests for feedback, complaints and compliments – and following it up ● Managing, recording and resolving guest or customer complaints promptly ● Keeping other operating departments in the loop with important guest relations matters – from Food and Beverage and Maintenance to Housekeeping and Front Office What We need from you: ● Bachelor's degree or equivalent in hotel management/business administration guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to ● Excellent verbal and written communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to ● Ability to deal with difficult interactions and work under pressure ● Your problem solving skills will turn issues into opportunities so every guest leaves with great memories ● Managerial experience working in a customer service function ● Flexibility to respond to a variety of different work situations with night, weekend and holiday shifts all part of the job ● A passion for delivering an exceptional level of guest service ● Tech savvy - you'll be familiar with Opera or a similar property management system What you can expect from us: We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. So, join us and you’ll become part of our ever-growing global family.