VIP Manager

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

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, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

About Hard Rock Hotel

Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star's mansion.

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 of two years of experience with guest services required.
• Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.
• Minimum of one year of experience supporting high-profile or VIP guests required.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Position requires prolonged standing and walking repetitively throughout shift.
  

Who You'll Supervise:

• VIP Department