Joyce Louie Email & Phone Number

United States

United States

Oversees Front Office, Concierge, Guest Relations, PBX and Valet at 170-room luxury Five Star property.

Beverly Hills, California

Chef Concierge of opening team for new 170-room luxury hotel that earned Forbes Five Star rating in its first year. Oversees concierge service plus page and house car drivers at a fast paced environment with high profile clientele. Developed SOP’s for concierge and guest service operations. Perform all front office procedures including check-ins, rooms control, guest relations and handling guest issues in additional role as Manager On Duty. Additional MOD duties including credit report, ensure compliance with SOP’s in rooms and loss prevention, promote F&B and Spa program, monitor valet performance and ensure maintenance response from IT and engineering. Attended rooms operations, group resume, labor review and leadership meetings. Conducted luxury concierge service training and service philosophy for front of the house teams. Negotiate and select partnership with third party vendors and service providers. Specialized experience as on site liaison to visiting royal families from the Middle East, VIP groups, A-list celebrities and annual Hollywood awards season business.

Beverly Hills, Ca

Led a team of 6 lobby concierges at the 201-room Five Star luxury property, Montage Beverly Hills. Also supervised bell staff, lobby page and hotel's house car service. Developed the Montage Butler service program, the first of its kind in the company. Worked closely with Marketing and F&B leadership to actively promote hotel's restaurants, hosting concierge and community events. Active liaison to visiting royal VIP groups, particularly from the Middle East. Represented the Montage Beverly Hills as Co-Chair of Luxury Business Panel for the Beverly Hills Chamber of Commerce.

Part of a 7 member concierge team at a 285-room Five Diamond luxury boutique property located on Doheny Drive in Los Angeles. Originally hired as Assistant Chef Concierge of FSLA and promoted to the position of Chef Concierge on February 14, 2011. Also managed a team of 8 full-time bellman. Part of Bluewater Team focusing on service innovation. Customized training programs for concierge and bellman. Payroll, labor analysis, team member performance evaluation, vendor relations. Support F&B outlets, hosting concierge events at Culina Modern Italian. Oversees monthly departmental meetings. Experience with Hollywood awards season business at hotel. Involved with social media initiatives, including creating editorial and photographic content for official FSLA concierge Twitter account, @FSLAConcierge. Member of Los Angeles Concierge Association. Elected to the Board of Directors of the Los Angeles Concierge Asssociation (LACA) serving as Secretary for 2014.

Led a team of 13 professional lobby concierges at a 900-room luxury hotel property located in the heart of midtown Manhattan. The New York Palace is part of the prestigious Dorchester Collection. Responsibilities included budgeting, contract negotiations with vendors, scheduling, staffing, payroll, greet VIP's, provided customized training programs for individual concierges, curriculum development, service measurements, guest correspondence plus weekend MOD coverage. Worked on collaborative project teams alongside other leaders to identify property needs and implement solutions. Trained in multiple CCL sessions (Center for Creative Leadership). Supported various F&B outlets, including hosting regular concierge events to promote Gilt, the hotel's Michelin 2-star restaurant. Reviews the performance of all concierge areas. Oversees monthly departmental meetings. Originally hired as concierge, Joyce was promoted to Assistant Chef Concierge after six months of employment and assumed the position of Chef Concierge at The New York Palace in November 2007. Under her tenure as Chef Concierge, The New York Palace Concierge Team was voted "Best Concierge Service" for hotels with 500 rooms or more two years in a row at the 2008 and 2009 MVP/Hotel Excellence Awards, a recognition from the readers of IN New York magazine. Joyce is a member of The New York City Association of Hotel Concierges. www.newyorkpalace.com

Part of opening concierge team of 187-room luxury boutique hotel property in the Meatpacking District. Handled celebrity VIP guest relations. Initiated and developed cooperative relationships with respective neighborhood vendors and business owners plus promoting the hotel brand. Voted one of the 10 best business hotels in New York City by Forbes Magazine. Reported to then Chef Concierge Jean-Francois Tremblay. www.hotelgansevoort.com

Part of five-member lobby concierge team of a Five Star Five Diamond 241-room luxury boutique hotel property in Midtown Manhattan. Performed all concierge desk duties in a fast-paced and high volume environment plus supervising a 5-member page staff. Reported to then Chef Concierge Raphael Pallais. www.peninsula.com

Guest Service Agent of Front Desk at The Waldorf Towers, the luxury boutique hotel section of the 1400 room Waldorf=Astoria. Greeted high profile VIP's, foreign dignitaries, heads of state and famous celebrities. Worked through three consecutive annual United Nations General Assemblies plus overnight audit. Reported to then Front Office Manager Barbara Lane and Towers Director Kevin Corrigan. www.waldorfnewyork.com