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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Qualifications & Experience

• Proven experience as a Deluxe Manager or similar role preferably in a 5* luxury hotel.
• Degree in Hospitality Management / Tourism.
• Computer Literacy and knowledge of Hospitality software (Opera, Fidelio).
• Fluency in English.
• Fluency in a second language.
• Knowledge of luxury service standards and guest experience enhancement strategies.
• Strong leadership, coaching, and interpersonal skills.
• Excellent problem-solving abilities and attention to detail.