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.
Responsible for coordinating the provision of world-class VIP services to hotel guests. Directs the exceptionally friendly, professional, and efficient registration of all VIP guests. Ensures prompt and complete satisfaction of guest requests in a professional and timely manner as well as resolution of any guest complaints. Coordinates, expedites and monitors the delivery of amenities and services throughout the hotel for each and every hotel-designated VIP guest. Liaison between all hotel VIP guests and each department, facilitating communication and teamwork to exceed guest expectations.
Essential Functions and Responsibilities
- Coordinates the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel VIP guests
- Oversees the satisfaction of all guest requests and the resolution of all complaints received by any hotel- designated VIP
- Inspects all VIP rooms two days prior when available to determine any specific Housekeeping or Engineering deficiencies; coordinates attention to the completion of these specific deficiencies
- Contacts VIP guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special services
- Interacts frequently with VIP guests to provide assistance and ensure guest satisfaction
- Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface control
- Coordinates airport transportation service as required
- Coordinates the ordering and delivery of flowers in advance of guest arrival as required
- Coordinates and participates in the meet and greet and escort of each VIP guest
- Ensures delivery and placement of arrival amenities; coordinates personalization of welcome notes from General Manager, Hotel Manager and VIP Manager
- Attends to the special needs of children and pets traveling with VIP guests
- Ensures the daily replenishing of amenities through the Housekeeping, and Rooms Service teams
- Works closely with the Amenity Supervisor to ensure timely delivery of services
- Coordinates hotel participation in Loews First and other corporate Marketing programs
- Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
- Maintains accurate recaps of groups and high transient periods
- Attends pre-conference meetings at the request of clients when VIP Manager is not available
- Reviews group resumes and billing profile information
- Works with Conference Managers and Sales Managers to satisfy all special VIP requests
- Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
- Monitors and ensures adherence to all Loews Hotels Star Service Standards
- Assists VIP Manager
- Other duties as assigned
Supportive Functions and Responsibilities
- Follows New Hire Training Program and ongoing Star Service Competency training in accordance with hotel standards
- Executes emergency procedures in accordance with hotel standards
- Notifies appropriate individuals of any problems or unusual matters of significance
- Attends all appropriate hotel meetings when VIP Manager is not available
- Attends all training sessions
- Is polite, friendly, and helpful to guests, employees, and management
- Promotes and applies teamwork skills at all times
- Complies with all hotel standards, policies, and rules
- Complies with safety regulations and procedures
- Remains current on hotel information and changes
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 one year experience in a supervisory position at a comparable quality property or facility
- Minimum one year experience working with VIP Services