• Organizes and manages daily operation of Group, Wholesale and VIP Reservations

• Establishes daily goals to maintain Concierge service levels

• Contributes to controlling departmental expenses (labor, supplies, etc.)

• Monitors Concierge team phone activity and productivity, and addresses necessary opportunities to implement enhancements

• Maintains current knowledge of all functions within systems as they relate to reservations

• Builds internal group blocks as requested by appropriate hotel managers

• Meets with Concierge team 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, and Sales Managers to ensure a smooth and memorable experience for our guests

• Maintains accurate and organized filing systems for groups, VIPs, etc.

• Maintains accurate reference information for the Conference Team and consistently communicates all new information

• Maintains a neat and organized Concierge desk and office

• Promotes the development of positive and strong relationships with groups and any additional means of business contacts encountered

• Ensures VIPs are blocked to correct room type.

• Ensures VIPs 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

• Assists as an Assistant Front Office Manager as required

• 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, other reservations, and golf tournaments

• 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 Universal Orlando and other in-house vendors to satisfy guest entertainment needs

• Trains, praises, coaches, and counsels, and disciplines according to Loews Hotels standards

• Produces weekly schedule for department

• Other duties as assigned

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

• Exceptionally strong guest service skills

• Excellent communication skills oral and written

• Knowledge of computer programs utilized in property management

• Able to work a flexible schedule, including weekends and holidays

Education:

• Bachelor's Degree in Hospitality/Hotel Management, or comparable work experience

Experience:

• Minimum two years experience in a guest-facing supervisory role at a luxury hotel or comparable facility

• Minimum two years experience in Concierge or VIP services