Manager on Duty

Hotel Ambassador

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

• 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

Qualifications