VIP Services Supervisor

Shopping Center Management d b a Turnberry Associates•Nashville, TN

20h

About The Position

The VIP Services Supervisor supports the daily operations of the Guest Services department, including Concierge, Bell Services, and Door staff. This role is a key support position within the Rooms Division and works closely with Rooms leadership to support the guest journey, including pre‑arrival planning, arrival execution, and departure experience at JW Marriott Nashville. The VIP Services Supervisor is responsible for delivering a warm, polished, and personalized guest experience particularly for VIP, elite, and high‑profile guests while ensuring brand standards, service consistency, and elevated hospitality throughout the guest journey.

Requirements

Ability to speak, read, write and understand English
Professional demeanor appropriate for a luxury environment
Minimum two (2) years’ experience as a VIP Services Supervisor or related position(s) in a luxury hotel
Must be relentless in the pursuit of providing the ultimate guest experience
Very strong organizational and multi-tasking abilities
Superior verbal and written communication and strategizing skills
Excellent overall computer skills with advanced knowledge of Word, Excel, and PowerPoint
Proactive mindset to anticipate and support changes in business
Conformity to the highest standards of personal integrity and ethical behavior
Flexible schedule needed to support coverage for evenings, weekends, and holidays

Nice To Haves

Bachelor’s Degree in Hospitality Management or related major preferred

Responsibilities

Manage all Guest Service operations to include, but not limited to; guest luggage and package storage and delivery, message delivery, valet and parking services, systems management, budget and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Leverage Marriott Bonvoy program knowledge to elevate the guest journey through proactive elite recognition, personalized experiences, and brand aligned VIP service execution.
Play an integral role in Sales Site Visits by supporting site tours and showcasing elevated arrival, lobby, and guest experience standards consistent with the JW Marriott brand.
Supervise all Guest Service operations to include, but not limited to; guest luggage and package storage and delivery, message delivery, valet and parking services, systems management, budget and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Monitor and develop Internal Guest performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Oversee staffing and supervision including; hiring, scheduling, and performance management with an emphasis on developing people, motivating, and training
Assist the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints, both in-person and electronic, in a friendly manner and ensure the appropriate action is taken to guarantee guest satisfaction
Conduct Lobby Ambassador duties, meet and greet guests and provide a professional and welcoming ambience throughout the Hotel
Respond to VIP and all guest inquiries, requests and issues in a timely, friendly and efficient manner and resolve guest concerns
Ensure current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events and provide additional concierge assistance
Consistently review VIP guest and arrival reports through the day to be aware of all VIP member arrivals and prepare a day in advance
Verify VIPs with a member of Housekeeping Management team to ensure room is marked as VIP daily
Responsible for initiating and follow through of amenities and welcome letters
Personally process all VIP check-ins, providing a personalized welcome and any required amenities at check-in
Make welcome calls to all VIPs and other guest as to ensure extreme satisfaction during their stay including with the arrival process, room assignment and room cleanliness, taking corrective action as needed including log and follow up prior to check out
Participate in all front office shift meetings to ensure staff is aware of VIP arrival processes and VIP arrivals for the day
Perform additional duties and projects as assigned