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
Average salary estimate
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If you're passionate about hospitality and looking for an exciting opportunity, consider joining Loews Portofino Bay Hotel as a VIP Manager! In this vibrant role, you’ll be part of an amazing team that ensures our esteemed guests experience nothing short of perfection. At Loews Hotels at Universal Orlando, we believe in fostering a culture where everyone can thrive, making every day at work fulfilling and fun. Your responsibilities will include managing the daily operations of Group, Wholesale, and VIP Reservations, ensuring that our service levels are top-notch. You’ll engage with various departments to create unforgettable experiences for our VIP guests, handling everything from monitoring room status to preparing welcome packets. Ideal candidates will have a Bachelor’s Degree in Hospitality Management and at least two years of supervisory experience in a comparable setting. We value diversity and aim to provide our team members with continuous training and development opportunities. Plus, enjoy excellent perks like a meal during your shifts and complimentary access to theme parks! If you’re ready to apply your expertise in creating luxurious experiences and building positive relationships, come make a difference with us at the beautiful Loews Portofino Bay Hotel!
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Loews Hotels & Co aspires to Welcome You like Family, meaning we care for you just as we care for our own. Our culture is rooted in providing an inclusive environment for all team members, guests, partners and neighbors, one where we treat everyo...
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