VIP Manager

Loews Hotels•Miami Beach, FL

3d•Onsite

About The Position

The VIP Manager organizes and manages the daily operation of Group, Wholesale, and VIP Reservations, as well as guest-facing concierge services. The role maintains service levels, monitors reservation agent productivity, controls departmental expenses, oversees group reservation processes and records, and coordinates with hotel managers and other departments to support groups and VIP guests. The manager ensures VIP rooms and suites are appropriately assigned and ready, prepares guest packets, coordinates welcomes and satellite check-ins, and supports the Loews First guest program and guest feedback processes. The position also oversees Concierge staff, including training, performance monitoring, scheduling, coaching, and discipline. It coordinates dining, leisure, recreational, and entertainment reservations; supports preliminary group arrangements; and monitors guest services documentation and the appearance of the Concierge desk and lobby. The VIP Manager may assist as an Assistant Front Office Manager as required and performs other assigned duties while following hotel standards, safety procedures, and teamwork expectations.

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 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.

Responsibilities

Organizes and manages daily operations of Group, Wholesale, and VIP Reservations.
Establishes daily goals to maintain service levels and contributes to controlling departmental expenses, including labor and supplies.
Monitors reservation agents’ phone activity and productivity and addresses issues as needed.
Maintains current knowledge of reservation-related systems and functions, including HIS, Winai, NetRez, and Delphi.
Builds internal group blocks as requested by appropriate hotel managers and manages group cutoff dates in Delphi/HIS.
Meets weekly with Group Agents to discuss future groups, challenges, and progress; attends pickup meetings, hotel operations meetings, and pre-convention meetings as needed.
Works with Front Office Managers, Conference Managers, and Sales Managers to support a smooth guest experience.
Maintains organized group and VIP filing systems and accurate reference information for the Conference Team, communicating new information as needed.
Develops positive relationships with groups and other business contacts.
Ensures VIP guests are assigned the correct room type, entered accurately in the all-share file, and flagged in their accounts.
Monitors room and suite status, prepares VIP packets with room keys and registration cards, provides meet-and-greet service as required, and ensures VIP rooms and suites are ready by noon each day.
Prepares group-contact reports and shares pertinent information with relevant departments; sets up and coordinates satellite check-in.
Implements and maintains a tracking log for Loews First guests, increases employee awareness of Loews First guests and packages, and forwards guest feedback to appropriate parties.
Creates and maintains a random guest feedback program.
Ensures guest information and reservation requests are handled professionally, promptly, courteously, and efficiently.
Promotes hotel food and beverage outlets and recreational 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 performance; trains, praises, coaches, counsels, and disciplines employees according to Loews Hotels standards.
Produces the department’s weekly schedule.
Assists as an Assistant Front Office Manager as required and performs other duties as assigned.
Promotes teamwork, promptly reports significant problems or unusual matters, and maintains polite, friendly, and helpful interactions with guests, management, and coworkers.
Executes emergency procedures, complies with safety regulations and procedures, attends appropriate meetings and training, and maintains clean and well-kept equipment and work areas.
Complies with hotel standards, policies, rules, uniform and grooming standards; recycles whenever possible and stays current with hotel information and changes.