VIP Coordinator

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 guests Oversees the satisfaction of all guest requests and the resolution of all complaints received by any hotel- designated VIP Inspects all VIP rooms two days prior when available to determine any specific Housekeeping or Engineering deficiencies; coordinates attention to the completion of these specific deficiencies Contacts VIP guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special services Interacts frequently with VIP guests to provide assistance and ensure guest satisfaction Familiar 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 control Coordinates airport transportation service as required Coordinates the ordering and delivery of flowers in advance of guest arrival as required Coordinates and participates in the meet and greet and escort of each VIP guest Ensures delivery and placement of arrival amenities; coordinates personalization of welcome notes from General Manager, Hotel Manager and VIP Manager Attends to the special needs of children and pets traveling with VIP guests Ensures the daily replenishing of amenities through the Housekeeping, and Rooms Service teams Works closely with the Amenity Supervisor to ensure timely delivery of services Coordinates hotel participation in Loews First and other corporate Marketing programs Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction Maintains accurate recaps of groups and high transient periods Attends pre-conference meetings at the request of clients when VIP Manager is not available Reviews group resumes and billing profile information Works with Conference Managers and Sales Managers to satisfy all special VIP requests Ensures accurate communication of information to guest regarding all hotel facilities and operating hours Monitors and ensures adherence to all Loews Hotels Star Service Standards Assists VIP Manager Other duties as assigned Supportive Functions and Responsibilities Follows New Hire Training Program and ongoing Star Service Competency training in accordance with hotel standards Executes emergency procedures in accordance with hotel standards Notifies appropriate individuals of any problems or unusual matters of significance Attends all appropriate hotel meetings when VIP Manager is not available Attends all training sessions Is polite, friendly, and helpful to guests, employees, and management Promotes and applies teamwork skills at all times Complies with all hotel standards, policies, and rules Complies with safety regulations and procedures Remains current on hotel information and changes 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 one year experience in a supervisory position at a comparable quality property or facility Minimum one year experience working with VIP Services 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. 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.