A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

Responsible for coordinating the provision of world-class VIP services to hotel guests.  Directs the exceptionally friendly, professional, and efficient registration of all VIP guests.  Ensures prompt and complete satisfaction of guest requests in a professional and timely manner as well as resolution of any guest complaints.  Coordinates, expedites and monitors the delivery of amenities and services throughout the hotel for each and every hotel-designated VIP guest.  Liaison between all hotel VIP guests and each department, facilitating communication and teamwork to exceed guest expectations.

Essential Functions and Responsibilities

Coordinates the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel VIP guestsOversees the satisfaction of all guest requests and the resolution of all complaints received by any hotel- designated VIPInspects all VIP rooms two days prior when available to determine any specific Housekeeping or Engineering deficiencies; coordinates attention to the completion of these specific deficienciesContacts VIP guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special servicesInteracts frequently with VIP guests to provide assistance and ensure guest satisfactionFamiliar with and able to troubleshoot problems with the following systems:  key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface controlCoordinates airport transportation service as requiredCoordinates the ordering and delivery of flowers in advance of guest arrival as requiredCoordinates and participates in the meet and greet and escort of each VIP guestEnsures delivery and placement of arrival amenities; coordinates personalization of welcome notes from General Manager, Hotel Manager and VIP ManagerAttends to the special needs of children and pets traveling with VIP guestsEnsures the daily replenishing of amenities through the Housekeeping, and Rooms Service teamsWorks closely with the Amenity Supervisor to ensure timely delivery of servicesCoordinates hotel participation in Loews First and other corporate Marketing programsEvaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfactionMaintains accurate recaps of groups and high transient periodsAttends pre-conference meetings at the request of clients when VIP Manager is not availableReviews group resumes and billing profile informationWorks with Conference Managers and Sales Managers to satisfy all special VIP requestsEnsures accurate communication of information to guest regarding all hotel facilities and operating hoursMonitors and ensures adherence to all Loews Hotels Star Service StandardsAssists VIP ManagerOther duties as assigned

Supportive Functions and Responsibilities

Follows New Hire Training Program and ongoing Star Service Competency training in accordance with hotel standardsExecutes emergency procedures in accordance with hotel standardsNotifies appropriate individuals of any problems or unusual matters of significanceAttends all appropriate hotel meetings when VIP Manager is not availableAttends all training sessionsIs polite, friendly, and helpful to guests, employees, and managementPromotes and applies teamwork skills at all timesComplies with all hotel standards, policies, and rulesComplies with safety regulations and proceduresRemains current on hotel information and changes

Qualifications

Extensive knowledge of all hotel departmentsExcellent communication skills – oral and writtenExcellent guest service skillsKnowledge of computer programs utilized in property managementAble 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 one year experience in a supervisory position at a comparable quality property or facilityMinimum one year experience working with VIP Services