VIP Service and Sales Supervisor

Company: Mr. Hospitality Group Department: Front of House / Guest Relations Reports To: VIP Manager, General Manager Classification: Exempt Company Overview Mr. Hospitality Group is a global luxury hospitality group recognized for creating refined, design-forward, and experience-led dining destinations. With a portfolio that spans ultra-luxury restaurants, hospitality concepts, and cultural destinations, the group is known for its commitment to excellence, discretion, and elevated guest experiences. Position Overview This position is based on‑site at Mr. Hospitality Group’s flagship ultra‑luxury fine dining restaurant and functions as a senior front‑of‑house leader, providing on‑the‑floor guidance and coaching to servers, support staff, and hosts. The VIP Service & Sale Supervisor partners closely with the Floor Manager, VIP Manager, Sommelier, Executive Chef, Event and the centralized Reservations team to ensure cohesive execution of all VIP experiences. Core Responsibilities Michelin-Standard Guest Experience Deliver and uphold service standards consistent with Michelin-level fine dining and European luxury hospitality, including technical perfection in table-side preparations, in-front-of-guest plating, and beverage service. Lead and coordinate the service and support team during VIP seating, ensuring flawless tableside execution, synchronized pacing, and consistent adherence to Michelin level standards. Personally oversee the experience of VIP and high-profile guests from arrival to departure, building a personalized welcome by remembering guest names, preferences, and prior visits. Anticipate guest preferences through meticulous attention to detail, guest history, and cultural awareness. Resolve service deviations immediately and discreetly, preserving the integrity of the dining experience. High-Profile Guest Stewardship Act as the primary liaison for repeat VIP guests, celebrities, dignitaries, executives, and brand partners, managing all high touch communication and on property hosting to reinforce loyalty and trust. Proactively generate VIP business by nurturing relationships with past guests, corporate clients, hotel concierges, and brand partners to secure private dining, buyouts, and high value reservations. Cultivate long-term guest loyalty through consistency, discretion, and proactive relationship management, including personalized invitations, tailored experiences, and follow-up after key visits. Maintain strict confidentiality regarding guest identities, preferences, and visits, while accurately capturing profiles and preferences in guest history and CRM systems for future personalization. Coordinate and sell bespoke experiences including private dining, tasting menus, curated celebrations, and exclusive moments, actively driving revenue through upselling, package design, and partnership opportunities. Collaborate with marketing, PR, and sales teams to design and activate targeted campaigns, hosted events, and limited‑edition experiences that drive VIP visitation and spend. Track VIP visit frequency, average spend, and event conversion, preparing regular reports and collaborating with reservations, events, and marketing teams to achieve defined sales and retention targets. Beverage Knowledge & Pairing Excellence Demonstrate advanced knowledge of wine, champagne, and premium spirits, with emphasis on French and European regions. Collaborate closely with the Sommelier and Executive Chef on precise and thoughtful food and beverage pairings. Confidently engage with knowledgeable and discerning guests regarding terroir, vintages, producers, and pairing philosophy. Support cellar-driven initiatives, tastings, and exclusive beverage experiences. Service Leadership & Execution Partner with the General Manager, Executive Chef, Sommelier, and senior front-of-house leadership to ensure cohesive execution and Michelin-level service standards across all touchpoints. Lead VIP-focused pre-service briefings to align the team on expectations, menu changes, guest history, and service nuances, and provide clear direction on roles and table assignments. Monitor dining room cadence, timing, and service choreography to maintain harmony and flow, intervening to adjust pacing, table allocation, and support where needed. Provide on-the-floor coaching and real-time feedback to captains, servers, and support staff on table-side technique, professional demeanor, and guest communication. Own real-time problem solving and guest recovery for VIP and complex situations, while setting the standard for calm leadership, polished communication, and professional presence. Reservations, Seating & Spatial Strategy Oversee VIP reservations, seating strategy, and table allocation with attention to privacy, pacing, revenue optimization, and overall dining room balance, serving as the final decision‑maker on seating priorities. Ensure spatial decisions align with guest comfort and service excellence by leveraging reservation and guest-history systems to flag VIPs, honor preferred tables, and plan sections proactively. Partner closely with the VIP manager, reservations, events, and security teams to anticipate and manage special requests, re‑seating needs, and lastminute changes with precision, composure, and discretion. Brand Integrity & Continuous Refinement Serve as a visible yet discreet ambassador of Mr. Hospitality Group’s brand values, Michelin-level service standards, and guest-centric philosophy across all interactions. Maintain impeccable grooming, posture, and professional demeanor at all times, role modeling expected standards and reinforcing them consistently with the front of house team. Translate guest feedback, service KPIs, and post service debriefs into clear insights and recommendations to leadership, helping to continuously refine and elevate the VIP guest experience. Required Qualifications 5+ years of experience in Michelin‑starred or Michelin‑aspiring fine dining, luxury hotels, or European luxury hospitality environments Proven experience managing high‑profile, celebrity and/or ultra‑high‑net‑worth clientele Mastery of French fine dining service standards and European luxury hospitality protocols Advanced beverage knowledge, including wine, Champagne, and pairing principles (formal certification strongly preferred) Exceptional emotional intelligence, cultural fluency, and discretion Demonstrated ability to perform with consistency and composure in high‑pressure, high‑visibility environments Preferred Qualifications Sommelier certification (CMS, WSET, or equivalent) Fluency in French or additional European languages Experience supporting Michelin inspections or operating within Michelin‑recognized establishments Core Competencies Precision, consistency, and attention to detail Anticipatory service mindset Quiet leadership and authority Cultural sensitivity and discretion Commitment to excellence and continuous refinement Scheduling & Physical Requirements Flexible availability aligned with peak service periods, VIP visits, and special events Ability to stand and move throughout the dining room for extended periods Success Profile At Mr. Hospitality Group, the VIP Service & Sale Supervisor is measured not by visibility, but by judgment, consistency, and flawless execution. This role requires mastery of service fundamentals, refined interpersonal intelligence, and an unwavering commitment to excellence at the highest level of hospitality. Mr. Hospitality Group LLC, 1111 SW 1 Ave LLC d/b/a Marion/ Lafayette and 550 Washington LLC provide equal employment opportunities to qualified individuals with disabilities, which includes providing reasonable accommodation as required by law. If you need reasonable accommodation, please notify management. #J-18808-Ljbffr Queen Miami Beach