VIP Coordinator
Loews Hotels, LLC., Arlington, TX, United States
Loews Arlington Hotel and Convention Center is a state-of-the-art, full-service meetings and resort destination that caters to groups of all sizes, as well as families who are looking for a world-class experience in the epicenter of the premier sports and entertainment district in the country. Centrally located between Dallas and Fort Worth between iconic sports stadiums, Globe Life Field, home of the 2023 World Series Texas Rangers and AT&T Stadium, home of the Dallas Cowboys, the 888-room resort features five restaurants and lounges, two pools with an authentic sandy beach, cabanas and a water slide as well as a fitness center, full-service spa and salon and 266,000 square feet of meeting and event space.
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
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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
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