VIP Manager

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

About Loews Portofino Bay Hotel

Join the team at this Italian-inspired hotel that is a re-creation of the seaside village of Portofino, Italy.

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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