VIP Manager

UCF Hotel Venture; Orlando (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

One free meal per shift

Free theme park access

Paid parental leave

401K matching

Travel benefits

Job summary

Loews Hotels & Co is seeking an experienced VIP Manager to lead the end-to-end guest experience for high-profile guests at Universal Orlando Resort. You will oversee the VIP Services team, including the VIP Coordinator and Lobby Ambassador, coordinating pre-arrival planning, in-stay service, amenities and post-departure follow-up.

The role requires discretion, collaboration with multiple departments, and a focus on personalized service.

Qualifications

• Minimum of two years of guest services experience.
• Minimum of one year of supervisory experience in hospitality or leadership development preferred.
• Minimum of one year of experience supporting high-profile or VIP guests.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato and Medallia is preferred.
• Proficiency in English, both written and spoken, with strong communication skills.
• Open availability aligned with business needs and ability to lead during peak times.

Responsibilities

• Oversee daily operations of the VIP Services department, supporting the VIP Coordinator and Lobby Ambassador.
• Serve as the primary contact for VIP and high-profile guests throughout their stay.
• Coordinate all aspects of the VIP guest journey, including pre-arrival planning, in-stay service, amenities, and post-departure follow-up.
• Lead VIP arrival meetings and share guest information with cross-functional teams for consistent service.
• Partner with Front Office, Housekeeping, F&B, Security and Sales to elevate guest experiences.
• Maintain guest profiles, ensuring accuracy and alignment with preferences and service history.
• Respond to and resolve guest concerns with professionalism, empathy, and urgency.
• Support hotel initiatives and loyalty programs related to VIP engagement.
• Monitor supplies, amenity inventory, and daily readiness for the VIP team.
• Provide scheduling and basic reporting; offer leadership coverage as Manager-on-Duty.
• Maintain confidentiality and discretion in all guest and team interactions.
• Work evenings, weekends and holidays as needed.

Skills

Guest services

Team leadership

English communication

Microsoft Office

Customer satisfaction

Education

B.S. in Hospitality

Tools

Opera

HOT SOS

Alliant

Sertifi

Resy

Zomato

Medallia

Job description

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.

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 race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

About Hard Rock Hotel

Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star’s mansion.

What We’re Looking For:

An experienced and service-focused VIP Manager to lead the end-to-end guest experience for high-profile and VIP guests at one of our core properties. Overseeing the daily operation of the VIP Services team—including the VIP Coordinator and Lobby Ambassador—you will take ownership of all touch points that contribute to an exceptional, personalized stay. This is a strategic and guest-facing role requiring a high level of coordination, discretion, and cross-functional collaboration. Ideal for a hospitality professional ready to take full department ownership while continuing to grow as a people leader.

Who You Are:

• Accountable and proactive, with a strong sense of ownership for both team and guest outcomes.
• A service leader who inspires others through consistency, integrity, and high standards.
• Naturally collaborative, building strong relationships with colleagues across the hotel.
• Solutions-oriented and resilient, with the ability to stay calm and responsive in high-pressure moments.
• Focused on service enhancement and operational excellence, always looking for opportunities to improve.
• Veterans and military spouses encouraged to apply.

What You’ll Do:

• Oversee daily operations of the VIP Services department, managing and supporting the VIP Coordinator and Lobby Ambassador.
• Serve as the primary point of contact for VIP and high-profile guests throughout their stay.
• Coordinate all aspects of the VIP guest journey, including pre-arrival planning, in-stay service, amenities, and post-departure follow-up.
• Lead VIP arrival meetings and share relevant guest information with cross-functional teams to ensure consistent service delivery.
• Partner with departments including Front Office, Housekeeping, F&B, Security, and Sales to execute elevated guest experiences.
• Maintain and enhance guest profiles, ensuring accuracy and alignment with preferences and service history.
• Respond to and resolve guest concerns with professionalism, empathy, and urgency.
• Support hotel initiatives and activations tied to VIP engagement, amenities, and loyalty programming.
• Monitor departmental supplies, amenity inventory, and daily readiness.
• Maintain scheduling, basic reporting, and administrative oversight for the VIP team.
• Provide leadership coverage as needed, including Manager-on-Duty support.
• Uphold the highest level of confidentiality and discretion in all guest and team interactions.
• Maintain flexibility to work evenings, weekends, and holidays in alignment with business needs.
• Other duties as assigned.

Your Qualifications Includes:

• Minimum of two years of experience with guest services required.
• Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.
• Minimum of one year of experience supporting high-profile or VIP guests required.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Position requires prolonged standing and walking repetitively throughout shift.

Who You’ll Supervise:

VIP Department 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.

Equal Opportunity Employer

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.