VIP Manager

Immerse yourself in old and new Nashville at Loews Vanderbilt Hotel – your stage for exploring the vibrant city we call home. Located minutes away from some of the city’s most renowned attractions, Nashville is never short on things to see and do. Welcome to our kind of Southern Hospitality.

If you’re looking for a career that is genuinely Nashville, and soulfully inspired the Loews Vanderbilt Hotel located on West End is the perfect work environment for you!

Join our family of team members to receive these amazing at work perks: competitive wages, paid vacation after 6 months, sick and holiday pay, free onsite parking, complementary meals, discounted bus passes, health benefits (medical, dental, vision, 401(k) with employer matching, and other employer paid benefits), discounted hotel stays, career development programs, and community volunteer opportunities!

Job Specific

• Organizes and manages daily operation of Group, Wholesale and VIP Reservations
• Establishes daily goals to maintain service levels
• Contributes to controlling departmental expenses (labor, supplies, etc.)
• Monitors agents phone activity/productivity and addresses necessary issues
• Maintains current knowledge of all functions within systems as they relate to reservations
• Builds internal group blocks as requested by appropriate hotel managers
• Manages the maintenance of group cut off dates in Delphi/HIS
• Meets with Group Agents weekly to discuss future groups, challenges, progress
• Attends weekly pick up meetings, hotel operations meetings and other meetings as scheduled.
• Attends Pre-Convention meetings as needed
• Works closely with Front Office Managers/Conference Managers/Sales Managers to ensure a smooth and memorable experience for our guests
• Maintains accurate and organized filing systems for groups, VIP’s, etc.
• Maintains accurate reference information for the Conference Team and consistently communicates all new information
• Maintains a neat and organized reservations office
• Promotes the development of positive and strong relationships with groups and any additional means of business contacts encountered
• Ensures VIP’s are blocked to correct room type.
• Ensures VIP’s are entered into the all share file with accurate information.
• Monitors room/suite status
• Prepares VIP packets with room key and registration card
• Flags all VIP accounts
• Provides meet and greet, as service requires
• Ensures VIP rooms / Suites ready by noon each day
• Prepares reports for group contact and relays pertinent information to all departments
• Sets up and coordinates satellite check-in
• Implements and maintains tracking log for all Loews First Guests
• Increases employee awareness in regard to all Loews First guests and packages
• Creates and maintains a random guest feedback program
• Forwards all Loews First feedback to appropriate parties
• Assists as an Assistant Front Office Manager as required
• Other duties as assigned
• Ensures that all guest information and reservation requests are fulfilled in a professional, prompt, courteous, and efficient manner
• Promotes hotel food and beverage outlets and recreational and seasonal activities
• Places dining, leisure, and recreational activity reservations for guests
• Assists Sales/Conference Management with preliminary arrangements for groups, including transportation
• Monitors and ensures documentation of services provided in Concierge Logbook
• Inspects and maintains overall cleanliness and appearance of the Concierge desk, and lobby area, including temperature, lighting, and music
• Trains and monitors the performance of Concierge staff
• Schedule and monitor training period with Star Trainers
• Monitor consistency of standards and service for the department, reporting any variances
• Participate with management in analyzing and addressing team member opinion surveys, Medallia, shops and performance issues as needed
• Work with management to create and implement incentive programs
• Oversight and coordination of Star Trainer program
• Trains, praises, coaches, and counsels, and disciplines according to Loews Hotels standards
• Produces weekly schedule for department

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

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

Experience:

• Minimum two years experience in a supervisory position at a comparable quality property or facility
• Minimum two years experience working with VIP services

Loews Hotels & Co