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Job Title


Associate Director of VIP Services


Company : Immutable


Location : Terrigal, New South Wales


Created : 2025-08-01


Job Type : Full Time


Job Description

From the moment a guest decides to stay at our hotel, the process begins on a journey to a genuinely memorable experience. As Associate Director of VIP Services, youll be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience. Youll serve as the main conduit to personally guide the front desk team in creating a warm atmosphere that makes our guests feel at home, regardless of location.Assisting the Director of VIP Services, your role will ensure 7-day coverage for this important department, welcoming our most valuable guests any day of the week. Ultimately, youll be responsible for ensuring a superior branded guest experience and compliance with quality and operational standards before, during, and after the stay.A little taste of your day-to-day:Every day is different, but youll 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 service delivery.Seeking verbal feedback from customers regularly and responding to all guest queries in a timely and efficient manner.Maintaining close contact with guests for feedback, complaints, and compliments and following up accordingly.Managing, recording, and resolving guest or customer complaints promptly.Keeping other operating departments informed about 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 or business administration.Excellent verbal and written communication skills guests will come to you with concerns and compliments, so being approachable is key.Ability to handle difficult interactions and work under pressure.Strong problem-solving skills to turn issues into opportunities, ensuring every guest leaves with great memories.Managerial experience in a customer service role.Flexibility to respond to various work situations, including night, weekend, and holiday shifts.A passion for delivering exceptional guest service.Tech-savviness familiarity with Opera or similar property management systems.What you can expect from us:We provide everything you need to succeed, including a competitive salary, full uniform, impressive room discounts, and comprehensive training. Our mission is to welcome everyone and foster inclusive teams that celebrate diversity and encourage colleagues to bring their whole selves to work.IHG Hotels & Resorts is an equal opportunity employer, promoting a culture of trust, support, and acceptance. We are committed to wellbeing through our myWellbeing framework, supporting your health, lifestyle, and workplace needs.Join us and become part of our global family. If you believe you''d be a great fit even if you don''t meet every single requirement, we encourage you to apply and start your journey with us today. #J-18808-Ljbffr