Complex VIP Manager

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Floridas Top Workplaces and one of Americas Best-in-State Employers by Forbes, we are committed to our power of we culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Loews Royal Pacific Resort

Join the ohana at our island paradise that celebrates the Golden Age of Travel, and the adventures of island-hopping through the South Pacific.

What We're Looking For:

We are seeking an experienced, dynamic, and highly organized Complex VIP Manager to oversee the VIP services and guest experiences across two full-service hotels with a combined total of 2,000 rooms. In this role, you will be responsible for ensuring that our most distinguished guests receive exceptional, personalized service throughout their stay. You'll be the primary point of contact for VIP guests and will work collaboratively with various departments to exceed expectations and deliver a flawless experience.

What You Will Do:

Lead and manage the VIP services teams across two full-service hotels with a combined 2,000 rooms, ensuring exceptional guest experiences and operational efficiency.

• Develop and maintain strong relationships with high-profile guests, ensuring their stays are personalized and seamless from arrival to departure.

• Oversee the coordination of all VIP arrivals, stays, and departures, ensuring attention to every detail and anticipating guest needs.

• Collaborate with hotel departments (Front Desk, Housekeeping, F&B, Concierge, etc.) to deliver tailored experiences that meet the unique needs of each VIP guest.

• Resolve any issues or requests promptly, ensuring VIP guests feel valued and cared for at all times.

• Monitor and improve the quality of VIP services by analyzing guest feedback and making recommendations for operational improvements.

• Work closely with sales and marketing to strategically assign Group VIPs and identify and anticipate opportunities to enhance Group VIP guest experiences.

• Ensure all VIP guest profiles are up-to-date, including preferences, special requests, and historical data, to provide personalized service during repeat stays.

• Stay informed of industry trends and incorporate innovative ideas to elevate the luxury experience for VIP guests.

• Be able to work a flexible schedule to accommodate timing of Meet and Greets for high profile VIPs.

Your Experience Includes:

A minimum of 3 years of experience in luxury or high-end hospitality, with a focus on VIP services or concierge management.

• Proven leadership experience, including managing and developing teams to deliver exceptional guest service.

• Strong communication and relationship-building skills, with a demonstrated ability to interact with high-profile individuals.

• Expertise in creating and executing personalized guest experiences in a multi-hotel or large property environment.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced setting.

• A deep understanding of guest service systems and hotel management software. Proficiency in MS Office, experience with Opera and Alliants preferred.

• A proactive approach to problem-solving and the ability to resolve conflicts diplomatically.

Who You Will Supervise

• Assistant Manager, VIP

• VIP Coordinator

• Lobby Ambassador