Director of VIP Guest Experience

Ennismore

Miami Beach (FL)

In loco

USD 120.000 - 180.000

Tempo pieno

14 giorni+

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Descrizione del lavoro

Delano Miami Beach is seeking a Director of VIP Services under the guidance of the Director of Rooms and General Manager to oversee the daily operations of Guest Relations & VIP Services. The director will ensure seamless guest experiences, uphold brand standards, and lead a team focused on delivering exceptional hospitality.

Serving as a key representative of hotel management, the role proactively enhances the guest journey from pre-arrival to departure.

Competenze

High school diploma or equivalent required; Bachelor's degree preferred.
Minimum 5 years in a leadership role, preferably in upscale or luxury lifestyle hotel.
Strong knowledge of hotel operations across Front Desk, Concierge, Bell, Guest Services and front desk protocol.
Experience with Opera Cloud and SynXis property management systems.
Excellent verbal and written English communication skills.

Mansioni

Lead and manage Guest Relations to ensure outstanding service and smooth operations.
Maintain highest levels of guest service aligned with Delano Brand Standards.
Oversee VIP guest reservations before, during, and after their stay.
Manage scheduling, training, and performance of Guest Relations team.
Collaborate with other departments to coordinate guest services and resolve issues.
Ensure timely response to guest requests and feedback across platforms.
Record and track guest issues for follow-up and accountability.
Provide guidance and coaching to team members to improve service quality.
Support staff wellbeing and maintain property integrity during peak times.