VIP Services Lead — Elite Guest Experience

Loews Hotels & Co; 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

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.