Assistant Director of VIP Services

Job Description

Lead Exceptional Luxury Experiences at Manly Pacific

Manly Pacific, MGallery Collection, is seeking an experienced and passionate Assistant Director of VIP Services to help shape and deliver extraordinary guest experiences. Reporting to the Director of VIP Services, this leadership role is responsible for overseeing daily VIP operations, inspiring a high-performing team, and driving B2personalised service that exceeds expectations. This is a unique opportunity to combine luxury hospitality, guest engagement, and operational leadership within one of Sydney's most iconic beachfront hotels.

What You'll Be Doing

• Support the strategic and day-to-day leadership of the VIP Services department, ensuring seamless operations and exceptional guest experiences.
• Lead, mentor, and develop the VIP Services team through recruitment, training, coaching, rostering, and performance management.
• Create bespoke guest experiences, personalised itineraries, special occasion celebrations, and seasonal activations that elevate guest satisfaction and loyalty.
• Maintain luxury service standards, oversee VIP amenities and guest touchpoints, and champion continuous improvement initiatives across the hotel.
• Manage departmental inventory, resources, and budgets while identifying opportunities to enhance operational performance and revenue.
• Build strong relationships with guests, travel advisors, partners, and internal stakeholders to deliver memorable and seamless experiences from arrival to departure.

Qualifications

About You
You are a passionate luxury hospitality leader who thrives on creating exceptional guest experiences and inspiring high-performing teams. You have a natural ability to anticipate guest needs, build meaningful relationships, and deliver personalised service that leaves a lasting impression.

You will bring:

• Proven leadership experience within luxury hospitality, VIP Services, Guest Relations, or a similar guest-focused environment.
• Strong knowledge of hotel operations and Opera PMS.
• Exceptional communication and interpersonal skills, with the ability to engage confidently with guests, colleagues, and stakeholders.
• A demonstrated ability to lead, motivate, coach, and develop teams to achieve service excellence.
• Outstanding organisational, planning, and problem-solving capabilities.
• A passion for delivering bespoke guest experiences and exceeding expectations at every touchpoint.
• Exceptional attention to detail and commitment to maintaining the highest luxury service standards.
• A flexible, adaptable, and hands-on approach within a fast-paced operational environment.
• Current Responsible Service of Alcohol (RSA) certificate is essential
• Valid Australian Working Rights / Visa is essential

Success in this role will be measured through exceptional guest satisfaction and loyalty, the delivery of memorable VIP experiences, strong team engagement and development, operational excellence, and the successful implementation of innovative guest experience initiatives.

Additional Information

Why Join Manly Pacific? Work from one of Sydney’s most iconic beachfront luxury hotels, perfectly positioned opposite the world-famous Manly Beach!

• Access exclusive Accor Heartist benefits with exceptional discounts on luxury accommodation, dining, and experiences across Accor hotels and restaurants worldwide
• Immerse yourself in the elevated culture of the MGallery Collection, a globally recognised brand celebrated for its distinctive luxury and guest experiences
• Uniform dry-cleaning provided, allowing you to embrace the effortless Northern Beaches lifestyle beyond the workplace
• Join a passionate hospitality team delivering sophisticated events and memorable guest experiences in an inspiring coastal setting
• Grow your career within a world-class hospitality group that values development, individuality, and excellence in service

Welcome to our coastal lifestyle. Follow the sun. Feel the breeze. Experience Manly Pacific.