Miami Beach
Job Description A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined. 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, Mariner's Club 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, • 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, • Extensive knowledge of all hotel departments, • Excellent communication skills - oral and written, • Excellent guest service skills, • Knowledge of computer programs utilized in property management, • Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills Experience: