VIP Coordinator

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 Director of VIP Services
• 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 Director of VIP Services 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 Director of VIP Services
• 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 Director of VIP Services 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