VIP Services Lead — Elite Guest Experience

Loews Hotels & Co; Orlando (FL); Presencial; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

One free meal per shift

Free theme park access

Resumo da oferta

Loews Hotels & Co at Universal Orlando’s Hard Rock Hotel is seeking a VIP Manager to lead the VIP Services team and manage high-profile guest experiences. You will oversee the VIP Coordinator and Lobby Ambassador, coordinating pre-arrival planning, in-stay service, amenities, and post-departure follow-up.

The role requires coordinating with Front Office, Housekeeping, F&B, Security, and Sales to deliver elevated experiences, maintaining guest profiles, and safeguarding confidentiality.

Qualificações

• Minimum of two years of experience with guest services.
• 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.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred.

Responsabilidades

• 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 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.
• Maintain scheduling, basic reporting, and administrative oversight for the VIP team.

Conhecimentos

Guest services

Supervisory experience

VIP guest handling

English communication

Formação académica

B.S. in Hospitality

Ferramentas

Opera

HOT SOS

Alliant

Sertifi

Resy

Zomato

Medallia

Descrição da oferta de emprego

Loews Hotels & Co at Universal Orlando’s Hard Rock Hotel is seeking a VIP Manager to lead the VIP Services team and manage high-profile guest experiences. You will oversee the VIP Coordinator and Lobby Ambassador, coordinating pre-arrival planning, in-stay service, amenities, and post-departure follow-up.

The role requires coordinating with Front Office, Housekeeping, F&B, Security, and Sales to deliver elevated experiences, maintaining guest profiles, and safeguarding confidentiality.