What are the responsibilities and job description for the Director of VIP Services position at Loews Hotels, LLC?
Director of VIP Services
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.
Live! By Loews-Arlington, TX treats guests to an unprecedented upscale experience that blends sports and entertainment with first-class hospitality and superior amenities. Ideally positioned between the new Texas Rangers ballpark and Dallas Cowboys Stadium, the 302-room hotel boasts an infinity-edge pool, a rooftop terrace and floor-to-ceiling windows that offer sweeping views of the Arlington Entertainment District.
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, VIPs, 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 VIPs are blocked to correct room type.
- Ensures VIPs 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, Mariners 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
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.
