VIP Manager

Who We Are: Founded in 1960, Loews Hotels & Co-operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer:

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement
• Pet Insurance and Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more
• Admission and discounts at Universal Studios Florida, Islands of Adventure and Volcano Bay.
• One free meal per shift
• On-site dry-cleaning; complimentary uniform dry cleaning

What We're Looking For:

An experienced and service-focused VIP Manager to lead the end-to-end guest experience for high-profile and VIP guests at one of our core properties. Overseeing the daily operation of the VIP Services team-including the VIP Coordinator and Lobby Ambassador-you will take ownership of all touch points that contribute to an exceptional, personalized stay. This is a strategic and guest-facing role requiring a high level of coordination, discretion, and cross-functional collaboration. Ideal for a hospitality professional ready to take full department ownership while continuing to grow as a people leader.

Who You Are:

• Accountable and proactive, with a strong sense of ownership for both team and guest outcomes.
• A service leader who inspires others through consistency, integrity, and high standards.
• Naturally collaborative, building strong relationships with colleagues across the hotel.
• Solutions-oriented and resilient, with the ability to stay calm and responsive in high-pressure moments.
• Focused on service enhancement and operational excellence, always looking for opportunities to improve.
• Veterans and military spouses encouraged to apply.

What You'll Do:

• Oversee daily operations of the VIP Services department, managing and supporting the VIP Coordinator and Lobby Ambassador.
• Serve as the primary point of contact for VIP and high-profile guests throughout their stay
• Coordinate all aspects of the VIP guest journey, including pre-arrival planning, in-stay service, amenities, and post-departure follow-up.
• Lead VIP arrival meetings and share relevant guest information with cross-functional teams to ensure consistent service delivery.
• Partner with departments including Front Office, Housekeeping, F&B, Security, and Sales to execute elevated guest experiences.
• Maintain and enhance guest profiles, ensuring accuracy and alignment with preferences and service history.
• Respond to and resolve guest concerns with professionalism, empathy, and urgency.
• Support hotel initiatives and activations tied to VIP engagement, amenities, and loyalty programming.
• Monitor departmental supplies, amenity inventory, and daily readiness.
• Maintain scheduling, basic reporting, and administrative oversight for the VIP team.
• Provide leadership coverage as needed, including Manager-on-Duty support
• Uphold the highest level of confidentiality and discretion in all guest and team interactions
• Maintain flexibility to work evenings, weekends, and holidays in alignment with business needs.
• Other duties as assigned.

Your Qualifications Includes:

• Minimum 3 years of experience in a luxury hotel, resort, or high-end hospitality environment.
• At least 2 years of direct experience supporting high-profile or VIP guests.
• Demonstrated ability to lead by influence and example, with strong cross-functional communication
• At least 1 year of leadership experience preferred.
• Experience working closely with guest services, Rooms Division, or concierge functions.
• Proficiency in property management systems required, experience with OPERA preferred

Who You'll Supervise:

• VIP Department