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    VIP Manager - Miami Beach, United States - Loews Hotels & Co.

    Loews Hotels & Co.
    Loews Hotels & Co. Miami Beach, United States

    3 weeks ago

    Default job background
    Full time
    Description
    A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

    Job Specific
    • Organizes and manages daily operation of Group, Wholesale and VIP Reservations
    • Establishes daily goals to maintain service levels
    • Contributes to controlling departmental expenses (labor, supplies, etc.)
    • Monitors agents phone activity/productivity and addresses necessary issues
    • Maintains current knowledge of all functions within systems as they relate to reservations (HIS, Winai, NetRez, Delphi)
    • Builds internal group blocks as requested by appropriate hotel managers
    • Manages the maintenance of group cut off dates in Delphi/HIS
    • Meets with Group Agents weekly to discuss future groups, challenges, progress
    • Attends weekly pick up meetings, hotel operations meetings and other meetings as scheduled.
    • Attends Pre-Convention meetings as needed
    • Works closely with Front Office Managers/Conference Managers/Sales Managers to ensure a smooth and memorable experience for our guests
    • Maintains accurate and organized filing systems for groups, VIP's, etc.
    • Maintains accurate reference information for the Conference Team and consistently communicates all new information
    • Maintains a neat and organized reservations office
    • Promotes the development of positive and strong relationships with groups and any additional means of business contacts encountered
    • Ensures VIP's are blocked to correct room type.
    • Ensures VIP's are entered into the all share file with accurate information.
    • Monitors room/suite status
    • Prepares VIP packets with room key and registration card
    • Flags all VIP accounts
    • Provides meet and greet, as service requires
    • Ensures VIP rooms / Suites ready by noon each day
    • Prepares reports for group contact and relays pertinent information to all departments
    • Sets up and coordinates satellite check-in
    • Implements and maintains tracking log for all Loews First Guests
    • Increases employee awareness in regard to all Loews First guests and packages
    • Creates and maintains a random guest feedback program
    • Forwards all Loews First feedback to appropriate parties
    • Assists as an Assistant Front Office Manager as required
    • Other duties as assigned
    • Ensures that all guest information and reservation requests are fulfilled in a professional, prompt, courteous, and efficient manner
    • Promotes hotel food and beverage outlets and recreational and seasonal activities
    • Places dining, leisure, and recreational activity reservations for guests
    • Assists Sales/Conference Management with preliminary arrangements for groups, including transportation, Mariner's Club reservations, and golf tournaments
    • Monitors and ensures documentation of services provided in Concierge Logbook
    • Inspects and maintains overall cleanliness and appearance of the Concierge desk, and lobby area, including temperature, lighting, and music
    • Trains and monitors the performance of Concierge staff
    • Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs
    • Trains, praises, coaches, and counsels, and disciplines according to Loews Hotels standards
    • Produces weekly schedule for department


    General
    • 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


    Qualifications
    • Extensive knowledge of all hotel departments
    • Excellent communication skills - oral and written
    • Excellent guest service skills
    • Knowledge of computer programs utilized in property management
    • Able to work a flexible schedule, including weekends and holidays


    Education:
    • Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills


    Experience:
    • Minimum two years experience in a supervisory position at a comparable quality property or facility; Minimum two years experience working with VIP services
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