VIP Manager

Loews Hotels•Orlando, FL

About The Position

The VIP Manager leads the end-to-end guest experience for high-profile and VIP guests at Hard Rock Hotel. The role oversees daily VIP Services operations and supports the VIP Coordinator and Lobby Ambassador, taking ownership of guest touch points to deliver personalized stays. It combines strategic planning and direct guest service with coordination, discretion, cross-functional collaboration, and department leadership. The manager also provides leadership coverage as needed, including Manager-on-Duty support.

Requirements

At least two years of guest services experience.
At least one year of experience supporting high-profile or VIP guests.
Proficiency in Microsoft Suite and ability to learn Property Management Systems.
Ability to communicate effectively in English, verbally and in writing, with team members, leaders, and guests.
Open availability aligned with business needs, including leadership presence during peak service times and operational priorities.
Ability to stand for prolonged periods and walk repetitively throughout a shift.

Nice To Haves

At least one year of supervisory experience in hospitality, or a B.S. in Hospitality with one year in a leadership development program.
Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia.
Veterans and military spouses are encouraged to apply.

Responsibilities

Oversee daily operations of the VIP Services department and manage and support the VIP Coordinator and Lobby Ambassador.
Serve as the primary point of contact for VIP and high-profile guests throughout their stay.
Coordinate the VIP guest journey, including pre-arrival planning, in-stay service, amenities, and post-departure follow-up.
Lead VIP arrival meetings and share relevant guest information with cross-functional teams.
Partner with Front Office, Housekeeping, Food & Beverage, Security, and Sales to deliver elevated guest experiences.
Maintain and enhance guest profiles, ensuring accuracy and alignment with guest preferences and service history.
Respond to and resolve guest concerns professionally, empathetically, and urgently.
Support hotel initiatives and activations related to VIP engagement, amenities, and loyalty programming.
Monitor departmental supplies, amenity inventory, and daily readiness.
Maintain scheduling, basic reporting, and administrative oversight for the VIP team.
Provide leadership coverage as needed, including Manager-on-Duty support.
Maintain confidentiality and discretion in guest and team interactions.
Work evenings, weekends, and holidays as required by business needs.
Perform other duties as assigned.