VIP Coordinator

Loews Hotels•Miami Beach, FL

3d•Onsite

About The Position

The VIP Coordinator is responsible for coordinating world-class services for hotel-designated VIP guests at Loews Miami Beach Hotel. The role directs friendly, professional, and efficient guest reception and registration; ensures requests are fulfilled and complaints resolved; and coordinates amenities and services across hotel departments. Acting as a liaison between VIP guests and hotel teams, the coordinator facilitates communication and teamwork to exceed guest expectations. The coordinator contacts guests before arrival to identify special requirements, inspects VIP rooms when available, arranges transportation and amenities, and participates in guest meet-and-greets and escorts. The position also supports group and high-transient-period planning, coordinates with Conference and Sales Managers, monitors service standards, and assists the VIP Manager.

Requirements

Extensive knowledge of all hotel departments.
Excellent oral and written communication skills.
Excellent guest service skills.
Knowledge of computer programs used in property management.
Ability to work a flexible schedule, including weekends and holidays.
Bachelor's degree in Hospitality Management or a related field, or exceptionally strong technical and service skills.
At least one year of experience in a supervisory position at a comparable-quality property or facility.
At least one year of experience working with VIP Services.

Responsibilities

Coordinate friendly, professional, and efficient reception, registration, and account settlement for hotel VIP guests.
Oversee fulfillment of VIP guest requests and resolution of complaints.
Inspect VIP rooms two days before arrival when available, identify Housekeeping or Engineering deficiencies, and coordinate their correction.
Contact VIP guests before arrival to determine special service requirements and arrange those services.
Interact frequently with VIP guests to provide assistance and ensure satisfaction.
Troubleshoot problems with key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface control.
Coordinate airport transportation when required.
Arrange flowers in advance of guest arrival when required.
Coordinate and participate in VIP guest meet-and-greets and escorts.
Ensure arrival amenities are delivered and placed, and coordinate personalized welcome notes from the General Manager, Hotel Manager, and VIP Manager.
Attend to special needs of children and pets traveling with VIP guests.
Ensure daily replenishment of amenities through the Housekeeping and Room Service teams.
Work with the Amenity Supervisor to ensure timely delivery of services.
Coordinate hotel participation in Loews First and other corporate marketing programs.
Evaluate department operations and recommend changes to improve efficiency, effectiveness, and guest satisfaction.
Maintain accurate recaps of groups and high-transient periods.
Attend client pre-conference meetings when the VIP Manager is unavailable.
Review group resumes and billing profile information.
Work with Conference Managers and Sales Managers to meet special VIP requests.
Communicate accurate information to guests about hotel facilities and operating hours.
Monitor and ensure adherence to Loews Hotels Star Service Standards.
Assist the VIP Manager and perform other duties as assigned.
Complete new-hire and ongoing Star Service Competency training in accordance with hotel standards.
Execute emergency procedures in accordance with hotel standards and report problems or significant unusual matters to appropriate individuals.
Attend appropriate hotel meetings when the VIP Manager is unavailable and attend training sessions.
Maintain a polite, friendly, and helpful manner with guests, employees, and management; promote teamwork; comply with hotel standards, policies, rules, and safety procedures; and stay current on hotel information and changes.