Loews Hotels Employment Opportunity
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VIP Manager
Loews Philadelphia Hotel
US - PA - Philadelphia

Position Summary:

Loews Philadelphia Hotel offers supremely comfortable 581 guest rooms, including 12 suites and 54 concierge club rooms, all of which are luxuriously appointed and are furnished to suit the needs of both families and business travelers. Loews Philadelphia Hotel features 47,000 square feet of versatile conference space. For more information about the Loews Philadelphia Hotel please visit http://www.loewshotels.com/Philadelphia-Hotel.

The Loews hotel is seeking a VIP Manager responsible for coordinating the provision of world-class VIP services to hotel guests.  Directs the exceptionally friendly, professional, and efficient registration.  Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of 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.

More specifically, responsibilities include:   .

  • Coordinates the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel VIP guests (Groups and Transients)
  • 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 able to determine any specific Housekeeping, or Engineering requirements; coordinates attention to the completion of these specific requirements.
  • Supervises VIP Coordinator
  • 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.
  • Monitors and ensures adherence to all Loews Hotels Star Service Standards
  • Interacts frequently with 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 limousine or town car service as required
  • Coordinates and participates in the meet and greet of each VIP guest.
  • Ensures delivery and placement of arrival amenities; coordinates personalization of welcome notes from General Manager.
  • Attends to the special needs of children traveling with VIP guests.
  • Coordinates the ordering and delivery of flowers in advance of guest arrival
  • 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
  • Works in tandem with the Manager on Duty
  • Interacts frequently with VIP guests to ensure total satisfaction with hotel services.
  • Evaluates individual employee performance, determining improvement and training needs and advancement requirements. (VIP Coordinator)
  • Develops departmental incentive and staff motivation programs.
  • 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 department attendance records and Star Service Recaps
  • Monitors daily punch reports to minimize overtime
  • Participates in hotel MOD Program
  • Attends pre-con meetings at the request of clients.
  • 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
  • Ability to make decisions on imperfect information
  • Bias toward action
  • Agility in multi-tasking
  • Decisiveness
  • Other duties as assigned

Required Skills & Experience:

Supportive Functions and Responsibilities:

  • Follows New Hire Training Program and ongoing Star Service Competency training in accordance with hotel standards
  • Interviews, trains, praises, coaches, counsels, and disciplines according to Loews Hotels 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 and 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

Specific Job Knowledge, Skills, and Abilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

  • 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

Qualification Standards:

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

Licenses or Certificates: N/A

Must the Applicants Supply Their own Work Permit?

Accommodation Provided?

Mailing Address:
1200 Market Street
Philadelphia, PA, US

Position Categories:
Rooms - Front Office/Guest Services