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 (HIS, Winai, NetRez, Delphi)
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