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Loews Regency New York Hotel has a legacy of luxury - expertly orchestrated and masterfully performed. Located in midtown Manhattan, the property seamlessly blends its iconic Art Deco design with modern sensibilities, craftily merging form and function to compliment 50 years of service expertise. Welcome to our Park Avenue Allure.
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
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.