The VIP Manager is responsible for delivering exceptional service to high-profile guests and groups, ensuring their unique needs and preferences are met with the highest level of professionalism and discretion. This role involves overseeing the entire guest experience, from pre-arrival arrangements to departure, to guarantee an unparalleled stay.
Qualifications:
Minimum two years hotel operations experience in VIP Services.
Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.
Relevant coursework or certifications in management, hospitality, or customer service are beneficial.
Proven ability to train and coach team members to achieve excellence.
Exceptional interpersonal and communication skills, with the ability to interact effectively with VIP guests and stakeholders.
Discretion and the ability to maintain confidentiality at all times.
Ability to handle stressful situations and resolve conflicts effectively.
Effective problem-solving skills and a proactive mindset.
Proficient in using hotel management software and Microsoft Office Suite.
Strong organizational and multitasking skills.
Excellent guest service skills.
Ability to work flexible schedule to include weekends and holidays.
Key Responsibilities:
Organizes and manages daily operations of Group, Wholesale, and VIP Reservations, establishing daily goals to maintain service levels.
Contributes to controlling departmental expenses, including labor and supplies.
Maintains current knowledge of all reservation-related systems (HIS, Winai, NetRez, Delphi).
Works closely with Front Office, Conference, and Sales Managers to ensure a smooth guest experience, attending various meetings as required.
Coordinate personalized pre-arrival arrangements, including room preferences, amenities, and special requests.
Ensure seamless check-in and check-out processes, with a focus on discretion and efficiency.
Build and maintain strong relationships with high-profile guests, anticipating and fulfilling their needs.
Act as the primary point of contact for VIP guests, ensuring their satisfaction and addressing any concerns promptly.
Liaise with all hotel departments (e.g., Housekeeping, Food & Beverage, Security) to ensure the flawless execution of VIP services.
Coordinate special events, private dinners, and exclusive activities for VIP guests.
Prepares and shares reports for group contacts, maintains accurate filing systems, and communicates new information to the Conference Team.
Promotes positive relationships with groups and business contacts, ensures all guest information and requests are handled efficiently, and promotes hotel services.
Trains, monitors, and disciplines assigned staff, ensuring performance meets Loews Hotels standards, and produces weekly schedules for the department.
Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs .
Other duties as assigned.
General Responsibilities:
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards