VIP Coordinator

Loews Hotels & Co•Miami Beach, FL

1d•Onsite

About The Position

The VIP Coordinator is responsible for coordinating world-class service for hotel-designated VIP guests at Loews Miami Beach Hotel. The role oversees friendly, professional, and efficient guest reception and registration; ensures requests and complaints are addressed promptly; and coordinates amenities and services throughout the hotel. Acting as a liaison between VIP guests and hotel departments, the coordinator facilitates communication and teamwork to exceed guest expectations. The coordinator contacts guests before arrival to identify special needs, inspects VIP rooms when available, coordinates transportation and amenities, and participates in guest meet-and-greets and escorts. The position also supports group and high-transient periods, reviews group and billing information, works with Conference and Sales Managers on special requests, and helps maintain service standards and improve department operations.

Requirements

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.
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.

Responsibilities

Coordinate friendly, professional, and efficient reception, registration, and account settlement for hotel VIP guests.
Oversee the satisfaction 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 completion.
Contact VIP guests before arrival to determine required special services and arrange their delivery.
Interact frequently with VIP guests to provide assistance and ensure satisfaction.
Troubleshoot issues with key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface control.
Coordinate airport transportation as required.
Arrange flowers in advance of guest arrivals as required.
Coordinate and participate in VIP guest meet-and-greets and escorts.
Ensure arrival amenities are delivered and placed, including personalized welcome notes from hotel leadership.
Attend to the 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 satisfy 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, attend training sessions and appropriate hotel meetings, and follow emergency procedures.
Notify appropriate individuals of problems or unusual matters of significance.
Maintain current knowledge of hotel information and changes; comply with hotel standards, policies, rules, and safety procedures; and promote teamwork.