Guest Experience Leader – Luxury Hospitality

Highgate Hotels, LP; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Job summary

E11EVEN Club Hotel & Residences in Miami seeks a Guest Experience Manager to lead Guest Services, Concierge and Uniformed Services/Transportation with a focus on delivering anticipatory, memorable service while driving room revenue and occupancy. You will work closely with Housekeeping, Reservations, and Accounting to ensure seamless guest experiences.

The role emphasizes leadership, operational excellence, and adherence to Highgate Hotel SOPs in a dynamic luxury environment.

Qualifications

• At least 5 years of progressive experience in a hotel or related field.
• Supervisory experience required.
• Proficient in Windows, company-approved spreadsheets and word processing.

Responsibilities

• Respond to guest requests, problems, and complaints with courtesy and efficiency.
• Motivate, coach and discipline Guest Services staff per SOPs.
• Manage scheduling, payroll, and staffing according to forecast and budgets.
• Maximize room revenue and occupancy through daily status reviews and rate variance analysis.
• Attend Rooms Merchandizing and MOD meetings and ensure SOP compliance.
• Coordinate all aspects of guest services operations and communication with other departments.

Skills

Supervisory experience

Windows proficiency

Multitasking

Communication skills

Tools

Windows OS

Excel

Word processing

Job description

E11EVEN Club Hotel & Residences in Miami seeks a Guest Experience Manager to lead Guest Services, Concierge and Uniformed Services/Transportation with a focus on delivering anticipatory, memorable service while driving room revenue and occupancy. You will work closely with Housekeeping, Reservations, and Accounting to ensure seamless guest experiences.

The role emphasizes leadership, operational excellence, and adherence to Highgate Hotel SOPs in a dynamic luxury environment.