Job Purpose
To lead the delivery
of the Deluxe Collection guest experience, ensuring a seamless, personalized,
and consistently elevated stay. The SSC/Dlx Manager acts as the primary
relationship leader for high-tier guests, coordinating priority services,
understanding guest preferences, and shaping a refined hospitality experience
defined by discretion, warmth, and attention to detail.
This role ensures that
the premium guest journey is distinctive, emotionally engaging, and aligned
with luxury service expectations.
Key Responsibilities
Elevated Guest Experience & Personalization
- Lead the end-to-end personalized guest journey
for Deluxe / VIP guests — pre-arrival, welcome, in-stay, and departure.
- Own the full pre-arrival planning process for
Deluxe/SSC guests, ensuring all arrangements, preferences, and priority
services are coordinated and confirmed before arrival.
- Maintain detailed knowledge of guest
preferences, stay history, special occasions, and personal expectations.
- Ensure elegant, discreet, and anticipatory
service style at all guest touchpoints.
Relationship Ownership & Service Recovery
- Act as the main point of contact for Deluxe
guests, ensuring their needs are recognized and responded to promptly.
- Handle sensitive and high-value service recovery
situations with professionalism and tact.
- Maintain long-term guest relationship continuity
across seasons, supporting loyalty and repeat return.
Team Leadership & Culture
- Lead and coach the Deluxe Host / VIP Guest
Service team to deliver refined communication and service presence.
- Conduct briefings, role-play coaching, and
emotional intelligence guidance.
- Support seasonal continuity of strong performers
through positive team culture and leadership influence.
Cross-Department Coordination
- Ensure seamless coordination with FO, GR,
Housekeeping, F&B, Concierge, SPA, and Transport to ensure priority
handling.
- Participate in planning for VIP arrivals,
special events, and high-demand periods.
- Ensure accurate communication of guest
preferences and arrangements across teams and systems.
Operational & Administrative Excellence
- Maintain accuracy of guest profiles and
preference data in PMS and related systems.
- Oversee preparation of tailored amenities,
welcome notes, and in-room setup standards.
- Track guest feedback and identify improvement
opportunities to enhance the deluxe service offering.
Accountability
- Full accountability for the elevated guest
experience within the Deluxe / Signature Collection segment.
- Responsible for the emotional tone,
personalization quality, and smooth coordination of the deluxe guest journey.
- Ensures the deluxe experience is delivered
consistently across operational seasons.