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Job Summary
Duties:Guest Experience & Service Excellence:
Provide highly personalized, discreet, and anticipatory service to VIP and VVIP guests
Act as a dedicated liaison between the guest and all hotel departments
Ensure flawless arrival, in-house, and departure experiences
Anticipate guest preferences and proactively arrange bespoke services
Handle special requests, celebrations, and confidential matters with professionalism
Relationship Management:
Build strong rapport with VIP guests to encourage loyalty and repeat visits
Maintain detailed guest profiles and preferences in the PMS system
Coordinate personalized welcome amenities and farewell gestures in coordination with the GRM
Ensure recognition of returning VIP guests
Service Recovery & Problem Resolution:
Handle complaints or service challenges promptly, calmly, and discreetly
Take ownership of service recovery and follow through to resolution
Escalate complex issues appropriately while maintaining guest confidence
Coordination & Communication:
Liaise with Housekeeping, Food & Beverage, Spa, Security, Transport, and Maintenance
Ensure all departments are briefed on VIP guest requirements
Conduct daily VIP briefings and handovers
Always maintain confidentiality and data privacy
Brand & Standards Compliance:
Uphold 5* service standards, SOPs, and values
Always represent the hotel as a brand ambassador
Ensure grooming, conduct, and communication reflect luxury standards
Stay informed about hotel offerings, local attractions, and exclusive experiences
Requirements:
Grade 12
Minimum 6+ years in a VIP host, hospitality, or customer-facing role
Extensive 5* guest relations experience
Strong interpersonal skills
Proficiency in MS Office
Ability to use CRM/reservation systems.
Highly organized, presentable, and able to work independently or in a team to build rapport with premium customers.
Craven Cottage CC
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