Night Manager

Located in the nation’s first skyscraper, Loews Philadelphia Hotel combines living history with warm sophistication. The city’s expanding skyline, vibrant arts scene and diverse atmosphere have transformed our neighborhood into a cultural destination. Welcome to Where History Meets Modern Day. Job Specific Perform as hotel ambassador to ensure the safety, security, and satisfaction of hotel guests Work in unison with the security and guest services departments at Universal Studios Escape to ensure an exceptionally seamless, safe, and memorable resort experience Direct all hotel emergency and evacuation procedures Coordinate the search and resolution of all lost child situations Coordinate hotel’s VIP services program Greet and escort VIP’s to guestrooms upon initial arrival to hotel and coordinate servicing of special requests during their stay Respond to requests by guests or departments for assistance in any guest-related problem that has not been adequately resolved Follow up with guests who have required prior MOD assistance to ensure that their difficulties have been completely resolved Conduct regular monitoring rounds of guest areas, including recreational areas, food and beverage outlets, and function spaces Inspect hotel areas for safety, cleanliness, and overall condition Ensure adherence to required department staffing levels Personally assist or coordinate the resolution of deficiencies noted during rounds Assist any department as needed based upon service demands Specifically assist Conference Services or Banquet Service as needed if production or service backlogs exist Maintain a log of all deficiencies noted and assistance provided Prepare shift reports detailing activities completed Prepare other reports as requested Coordinate the timely resolution of guest problems or complaints, providing complimentary products or services or financial adjustments as appropriate Evaluate changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns Personally communicate relocation requirement to any guest who needs to be walked due to a sold-out situation Personally coordinates, with the assistance of Security department and local law enforcement officials, any necessary eviction of a guest from hotel property Assist Credit Manager/Guest Services Manager in obtaining necessary payments from guests who have significantly exceeded the hotel’s credit limit Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and ensure guest satisfaction Attend Guest Services department and hotel staff meetings 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 Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills Minimum two years guest service management experience Extensive knowledge of all hotel departments Excellent communication skills – oral and written Excellent guest service skills Knowledge of all state innkeeper laws Able to work a flexible schedule, including weekends and holidays Multilingual preferred Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us. Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.