VIP Manager

Loews Hotels & Co; Miami Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Benefits

401K with company match

Paid time off and holidays

Tuition reimbursement

Employee meal discounts

Job summary

Loews Miami Beach Hotel invites enthusiastic hospitality professionals to join our Reservations team. You will organize and manage daily operations for Group, Wholesale and VIP Reservations, aiming to maintain high service levels and accurate room blocks.

You will monitor phone productivity, stay current with reservation systems (HIS, Winai, NetRez, Delphi), and coordinate with front office and sales managers to ensure a seamless guest experience.

Qualifications

• Excellent guest service skills.
• Knowledge of computer programs utilized in property management.
• Able to work a flexible schedule, including weekends and holidays.

Responsibilities

• 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.

Skills

VIP guest services

Excellent communication

Group reservations

Hotel operations knowledge

Education

Bachelor Degree in Hospitality Management or related field

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 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

Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small.

We welcome you to join us.

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.