VIP Manager

Loews Hotels & Co•Miami Beach, FL

2d•Onsite

About The Position

The VIP Manager organizes and manages the daily operation of Group, Wholesale, and VIP Reservations, maintaining service levels, monitoring agent productivity, and helping control departmental expenses. The role coordinates group blocks, cutoff dates, meetings, reports, and information-sharing with hotel departments and group contacts. It ensures VIP reservations, room assignments, guest records, amenities, and room readiness are handled accurately and provides meet-and-greet service as needed. The position also supports guest-facing concierge operations, including arranging dining, leisure, and recreational activities; promoting hotel outlets and activities; assisting with group arrangements; and documenting services. The manager trains and monitors Concierge staff, prepares schedules, and coaches and counsels employees in accordance with Loews Hotels standards. Other responsibilities include assisting as an Assistant Front Office Manager when required, following hotel and safety procedures, maintaining an orderly work area, and completing other assigned duties.

Requirements

Bachelor’s degree in Hospitality Management or a related field, or exceptionally strong technical and service skills.
At least two years of experience in a supervisory position at a comparable-quality property or facility.
At least two years 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

Organizes and manages the daily operation of Group, Wholesale, and VIP Reservations.
Establishes daily goals to maintain service levels and contributes to controlling departmental expenses.
Monitors agents’ phone activity and productivity and addresses issues as needed.
Maintains current knowledge of reservation-related systems, including HIS, Winai, NetRez, and Delphi.
Builds internal group blocks as requested and manages group cutoff dates in Delphi/HIS.
Meets weekly with Group Agents to discuss future groups, challenges, and progress; attends pickup, hotel operations, and other scheduled meetings, as well as Pre-Convention meetings as needed.
Works with Front Office Managers, Conference Managers, and Sales Managers to support a smooth guest experience.
Maintains organized files and accurate reference information for groups, VIPs, and the Conference Team, communicating new information consistently.
Maintains an organized reservations office and promotes positive relationships with groups and business contacts.
Ensures VIPs are assigned the correct room type, entered accurately in the all-share file, flagged, and provided with prepared VIP packets; monitors room and suite status and ensures VIP rooms and suites are ready by noon.
Provides meet-and-greet service as required and prepares group-contact reports, sharing relevant information with departments.
Sets up and coordinates satellite check-in.
Implements and maintains a tracking log for Loews First guests, promotes employee awareness of Loews First guests and packages, maintains a random guest-feedback program, and forwards feedback to appropriate parties.
Assists as an Assistant Front Office Manager as required and performs other duties as assigned.
Ensures guest information and reservation requests are fulfilled professionally, promptly, courteously, and efficiently.
Promotes hotel food and beverage outlets, recreational offerings, and seasonal activities; makes dining, leisure, and recreational reservations for guests.
Assists Sales and Conference Management with preliminary group arrangements, including transportation, Mariner’s Club reservations, and golf tournaments.
Monitors and documents services in the Concierge Logbook.
Inspects and maintains the cleanliness and appearance of the Concierge desk and lobby, including temperature, lighting, and music.
Trains and monitors Concierge staff; produces the department’s weekly schedule; trains, praises, coaches, counsels, and disciplines employees according to Loews Hotels standards.
Promotes teamwork; promptly communicates significant problems or unusual matters; and maintains courteous, helpful interactions with guests, managers, and coworkers.
Executes emergency procedures, follows safety regulations and hotel policies, attends meetings and training, maintains equipment and work areas, recycles whenever possible, stays current on hotel information, and complies with uniform and grooming standards.