VIP Service Manager(F&B background) VIP服务经理(餐饮背景）

· To be instrumental in the building of an efficient team of employees by taking an interest in their welfare, safety, training and development
· To ensure that all butlers provide a courteous and professional service at all time
· Ensure all VIP guests are being treated in an efficient and courteous manner and all InterContinental standards are being applied
· To ensure through the effective supervision that all services offered are always available, and provides alternatives.
· Able to make changes that respond to the VIP guests needs, both present and anticipated.
· To welcome and farewell VIP guests personally.
· Coordinate activities with hotel other departments in order to facilitate increased levels of communication and guest satisfaction.
· Be familiar with VIP guest's stay experience and preference
· To constantly review and evaluate all department standards and develop new procedures and operating concept as required to ensure the highest level of guest service is adhered to at all time.
Regularly arrange cross training for VIP service team members to ensure the highest level.
· Must at all times show a positive approach to the position, when dealing with all members of staff and management alike
· To inform Director of VIP service about all VIP guests comments and problems
· Be familiar with VIP guest's airport pick up process.
· Be familiar with VIP guest's Check In process. Include In Room Check In process.
· Check the VIP stay rooms in advance. Make sure the check list according the VIPs preference and InterContinental standards.
· Be familiar with VIP guest's butler service process.
· Know well all VIP group arrivals and departures, itineraries, name of group, number of rooms and organizer information.
· Check the VIP dining PDR in advance. Make sure the check list according the VIPs preference and check the menus.
· Be familiar with VIP guest's dining and arrangements.
· Check the VIP events in advance. Make sure the check list according the VIPs requires / hobbies and InterContinental standards.
· Provide detailed and accurate information to guests and related departments.
· Provide detailed and accurate information to guests on a wide variety of services and facilities both within and outside the establishment.
· Take part in the preparation and planning of department goals and objectives.
· Adhere hotel brand standards and policies and procedures.
· Determine and plan for future staffing needs.
· Recruit associates together with Recruitment Manager.
· Implement staff performance appraisals.
· Sell the hotel products and services using up-selling and suggestive selling techniques.
· Adhere to the hotel’s security and emergency policies and procedures.
· Prepare and conduct meeting and group presentations to keep staff/ management / other parties informed of hotel operations and other related issues.
· Carry out other tasks as directed by your supervisors.
· Keep confidential of VIP guest information and profiles.