Director of VIP Services

Group Reservations Manager

Live! By Loews-Arlington, TX treats guests to an unprecedented upscale experience that blends sports and entertainment with first-class hospitality and superior amenities. Ideally positioned between the new Texas Rangers' ballpark and Dallas Cowboys' Stadium, the 302-room hotel boasts an infinity-edge pool, a rooftop terrace and floor-to-ceiling windows that offer sweeping views of the Arlington Entertainment District.

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

Works with other vendors to satisfy guest entertainment needs

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

Recycles whenever possible

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

Education :

Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills

Experience :

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