Job Summary:
We are seeking a dedicated and experienced Assistant Manager, VIP Services, to oversee the day-to-day operations of the VIP Services department at Atlantis, The Royal. This role is focused on delivering bespoke luxury experiences for our VIP guests, ensuring service excellence, team training, and meeting operational goals. The ideal candidate will lead a team of butlers, handle guest needs with precision, and continuously enhance service offerings.

Responsibilities:

• Lead and manage the VIP Services team to ensure seamless and exceptional guest experiences.
• Coordinate and oversee all VIP guest services, ensuring a high level of personalisation and professionalism.
• Develop and implement service standards and KPIs to maintain consistent quality and efficiency.
• Provide ongoing training, mentoring, and support to team members to elevate service skills.
• Handle guest complaints and resolve issues swiftly and effectively to maintain guest satisfaction.
• Collaborate with other departments to create and deliver unique VIP experiences, including dining, spa, and entertainment bookings.
• Monitor team performance, conduct evaluations, and implement corrective actions where necessary.
• Assist in scheduling, rostering, and resource management to ensure a 24/7 operational readiness.
• Manage inventory for VIP guest amenities and ensure all requests are fulfilled promptly.
• Participate in performance management, disciplinary processes, and staff recognition programs.
• Ensure all safety and security protocols are followed in the delivery of VIP services.

Requirements:

• Minimum of 2 years’ experience as a Senior Butler, Assistant Head Butler, or similar role in a luxury 5-star hotel or resort.
• Proven leadership skills with the ability to manage and motivate a team in a fast-paced, high-pressure environment.
• Strong understanding of luxury guest service standards, VIP protocols, and high-end service delivery.
• Excellent communication skills with fluency in English; proficiency in Russian, German, Arabic, French, Spanish, or Chinese is highly desirable.
• Ability to think on your feet, handle complex requests, and offer creative solutions to enhance guest satisfaction.
• Experience in training and developing service staff to meet high luxury standards.

Level of Education:
Diploma or Associate Degree in Hospitality Management or a related field.

Work Hours:
Full-time, rotational shifts covering a 24/7 operation, including weekends and holidays.

Experience in Months:
A minimum of 24 months in a leadership or supervisory role within luxury VIP services.