Guest Experience Lead – Luxury Hospitality (Miami)

Highgate; Miami (FL); On-site; USD 60,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability insurance

Long-term disability insurance

401(k) Retirement Plan

Job summary

E11EVEN Club Hotel & Residences in Miami, managed by Highgate Hotels, seeks a Guest Experience Manager to redefine luxury hospitality. You will oversee Guest Services, Concierge, and Transportation to ensure outstanding guest experiences and revenue optimization.

The role requires leadership, a customer-first mindset, and the ability to manage departmental standards and operations in a premier development.

Qualifications

• At least 5 years in a hotel or related field with supervisory experience.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Must have a valid driver’s license and be able to work long hours when required.

Responsibilities

• Respond to guest requests and issues at Front Desk ensuring satisfaction.
• Coach and supervise Guest Services staff per SOPs.
• Assist in interview and hiring procedures for Guest Services personnel.
• Develop employee morale and ensure training of Guest Services staff.
• Maximize room revenue and occupancy by reviewing status daily and monitoring rate variance.
• Maintain communication with Housekeeping, Reservations, and Credit Manager.

Skills

Supervisory experience

Windows proficiency

Spreadsheets

Word processing

Tools

Windows OS

Company approved spreadsheets

Word processing software

Job description

E11EVEN Club Hotel & Residences in Miami, managed by Highgate Hotels, seeks a Guest Experience Manager to redefine luxury hospitality. You will oversee Guest Services, Concierge, and Transportation to ensure outstanding guest experiences and revenue optimization.

The role requires leadership, a customer-first mindset, and the ability to manage departmental standards and operations in a premier development.