Guest Experience Leader – Luxury Hospitality

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) Retirement Plan

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Jury duty leave

Job summary

Highgate Hotels in Miami is seeking a Guest Experience Manager to help redefine luxury hospitality. You will oversee Guest Services, Concierge and Uniformed Services/Transportation, ensuring attentive, friendly, efficient service before and during guests’ stays while maximizing room revenue and occupancy.

The role requires a passion for exceptional service and collaboration with related departments to maintain Highgate Hotel standards and guest satisfaction.

Qualifications

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

Responsibilities

• Respond to guest requests and issues at Front Desk with courtesy.
• Coach and discipline Guest Services staff according to SOPs.
• Manage staff scheduling and payroll data.
• Monitor room revenue and occupancy; analyze rate variance and daily counts.
• Ensure service standards are communicated and followed to maximize guest satisfaction.

Skills

Guest services

Supervisory experience

Windows proficiency

Driver's license

Customer service

Job description

Highgate Hotels in Miami is seeking a Guest Experience Manager to help redefine luxury hospitality. You will oversee Guest Services, Concierge and Uniformed Services/Transportation, ensuring attentive, friendly, efficient service before and during guests’ stays while maximizing room revenue and occupancy.

The role requires a passion for exceptional service and collaboration with related departments to maintain Highgate Hotel standards and guest satisfaction.