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Manager VIP Services
HQ Phone:  (312) 750-1234
Direct Phone: (904) ***-****
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71 South Wacker Drive 16Th Floor
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company with a portfolio of 12 premier brands and 667 properties in 54 countries, as of June 30, 2016. The Company's purpose to care for people so they can be their best inform... more.
Guest Services Manager
Position, Mayor's Office of Protocol
New York City
• Correction: Francesca Romero, director of VIP Services at the Hyatt, moved to Jacksonville in August 2002, The date was stated otherwise in Wednesday's Daily Record.
Francesca Romero: Hyatt director of VIP Services
That's how Francesca Romero, director of VIP Services at the Hyatt, describes what she does every day. She hasn't always been in the hospitality business. Born in Manhattan, Romero was educated and trained as a vocalist and spent time in Europe studying her craft. She debuted on stage at Lincoln Center at age 17 and also performed at Showman's in Harlem next door to the Apollo Theater and the Blue Fox nightclub in Chelsea. "That was a tough crowd," said Romero. Though she has never lost her love for performing, Romero eventually began a career that would lead her to the hospitality industry. She worked in the New York City Mayor's Office of Protocol, where she learned the art of making VIPs feel welcome. "If a prince arrived with his 26 wives and each one wanted her hair braided in a different salon, it meant 26 appointments and 26 limousines," said Romero. She decided to move to Jacksonville in August 2002 and soon went to work for a developer who had opened a new apartment community in Arlington. Romero was the assistant property manager and found her background to be a blessing and a curse. "I figured if there were people involved, I could do it," she said. After eight months, Romero said, "I had four leasing agents working for me, but I leased 62 percent of the units myself. We were fully occupied eight months ahead of schedule and I had worked myself out of a job." A friend helped her find a position at Downtown's Adam's Mark Hotel, later to fly the Hyatt flag. Romero said the timing couldn't have been more exciting. "I started as guest services manager and the first thing I had to do was train the concierge staff and bell staff to get ready for the Super Bowl," said Romero. When the Hyatt brand took over the hotel, she said, it ushered in a new level of customer service and Romero began specializing in making VIP travelers and groups feel welcome. She takes as much pleasure in surprising a couple spending the night at the hotel for their anniversary with a bottle of champagne and chocolate-covered strawberries as she does in making a celebrity's stay the most memorable. "Some guests, due to their station in life or what they have done, are a little different," said Romero. One story she could share was the time Roberta Flack came to Jacksonville for the jazz festival. "One of the things she wanted was a specific type of keyboard in her room and that it be warmed up and ready to play when she arrived," said Romero. Romero admitted she made a "slight misstep" with the candidate. "I was so excited that our Presidential Suite was really going to be the Presidential Suite. I shook his hand and said, 'Good luck, Mr. President'. He looked at me and said, 'Do you think I've got it?'," said Romero. In her office, Romero keeps scrapbooks of cards and letters from guests who have stayed at the hotel as well as a few plaques she looks at every day for inspiration. Romero said the philosophy of service at the hotel makes her job easy and the philosophy is practiced "from the stewards who wash the dishes to Dan King, our general manager.
Hyatt Director of VIP Services Francesca Romero, General Manager Dan King and Doorman Phil Patterson.
The first day the Hyatt opened its doors, Francesca Romero was the guest services manager. Now she's the director of VIP Services. "The sales team brings our guests to the hotel, then the staff makes them glad they came here and we make sure that when they leave us, they want to come back," said Romero.
Oltjon Hajdini, a pastry chef at the Hyatt, and Director of VIP Services Francesca Romero took a minute to enjoy one of Downtown's holiday traditions, a gingerbread display in the lobby at the hotel.
Francesca RomeroAs the guest services manager for Adam's Mark Hotel, Francesca Romero knows good service.For Romero, not only is the customer always right but they should also always be happy."Good service is not good enough," she said."It has to be great service."Romero's desk is surrounded by dozens of guest's bags and there is always a steady stream of bellmen and service people passing by.So it is no wonder that she likes to be in the lobby doing what she does best - helping guests."I like being out in the lobby instead of being in this office," she said."I like keeping my hand in it.I love working with people."Having worked in the hospitality business for a while now, Romero has received some off the wall requests but said nothing has ever been too bizarre."I don't think any request is odd," she said.Then again, Romero used to work in the service industry in Manhattan before coming to Jacksonville, so she said she has heard requests for everything."I come from a place that is extremely diverse and really is the most demanding in the world," she said.Now that she is in a tamer city, Romero said guests at Adam's Mark most commonly ask for information about entertainment and dining options."We tend to make a lot of dinner reservations," she said.Because dining and entertainment is the most common request, Romero said she trains all of her staff to have a vast knowledge of Jacksonville's dining options.She also said she tries to instill a sense of immediacy in her staff."It is a way to make every guest feel special," she said.And with every guest, Romero said it is greatly important to tell every guest that "it has been my pleasure to serve you."Francesca Romero of the Adam's Mark Hotel.