VIP Manager

Loews Hotels & Co•Orlando, FL

18h

About The Position

The VIP Manager leads the end-to-end guest experience for high-profile and VIP guests at the Hard Rock Hotel at Universal Orlando. The role oversees the daily operation of the VIP Services department, including the VIP Coordinator and Lobby Ambassador, and takes ownership of the touch points that contribute to an exceptional, personalized stay. It is a strategic, guest-facing position requiring coordination, discretion, and cross-functional collaboration, with department ownership and people leadership responsibilities.

Requirements

At least two years of guest services experience.
At least one year of experience supporting high-profile or VIP guests.
Effective spoken and written English communication skills.
Proficiency in Microsoft Suite and ability to learn Property Management Systems.
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 the 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.

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 stays.
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 and Beverage, Security, and Sales to deliver elevated guest experiences.
Maintain and enhance guest profiles for 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 business needs require.
Perform other duties as assigned.