VIP Manager

loewshotels; Miami Beach (FL); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off & holidays

Training & development

Tuition reimbursement

Employee meals

Hotel employee rates

Job summary

Loews Miami Beach Hotel in South Beach is seeking a reservations professional to organize and manage daily Group, Wholesale and VIP reservations, setting daily goals to sustain service levels. The role requires coordination with hotel managers to build group blocks, monitor Delphi/HIS systems, and prepare relevant reports for departments.

You will collaborate with Front Office and Sales teams to ensure a smooth guest experience, maintain organized group/VIP filing, and manage VIP communications

Qualifications

• Experience in hotel reservations operations or similar role is preferred.
• Ability to coordinate multiple groups and VIPs efficiently.

Responsibilities

• Organizes and manages daily operation of Group, Wholesale and VIP Reservations.
• Establishes daily goals to maintain service levels.
• Maintains current knowledge of systems relating to reservations (HIS, Winai, NetRez, Delphi).
• Builds internal group blocks as requested by hotel managers.
• Meets with Group Agents weekly to discuss future groups and progress.
• Prepares reports for group contacts and relays information to departments.
• Ensures VIP rooms are blocked and entered into the appropriate files with accurate information.

Tools

HIS

Winai

NetRez

Delphi

Job description

Loews Miami Beach Hotel offers careers at a reimagined oceanfront resort in South Beach. Team members support 790 renovated guestrooms and suites, direct beach access, an oceanfront pool deck, Sea Spa, six restaurants and lounges, and more than 65,000 square feet of meeting space.

Who We Are

Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here ; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Pet Insurance
• Complimentary meals in Team Member Café while working
• Team Member Hotel Rates, other discounts, perks and more
• Benefits are subject to eligibility and may vary by position

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