Guest Experience Manager - Front Desk & Concierge

THE BREAKERS PALM BEACH; Florida; On-site; USD 65,000 - 90,000; Full time

Job summary

The Breakers Palm Beach is seeking a detail-oriented and friendly Manager of Guest Relations to oversee the daily activities of the Front Desk, Call Center, and Lobby Concierge desk.

You will ensure exceptional customer service and guest satisfaction, supervise operations, and collaborate with other departments to create seamless experiences for guests staying at the resort in sunny Florida.

Qualifications

• Bachelor's degree in hospitality or related field preferred or equivalent combination of education and experience.
• Minimum of one year experience in Front Desk, Call Center or Concierge.
• Previous supervisory or management experience preferred.
• Strong computer skills with various guest accommodations applications.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with the Palm Beach area strongly desired.
• Resourceful and confident personality.
• Must have a flexible schedule.
• Multilingual skills preferred.

Responsibilities

• Supervise and manage Front Desk, Call Center, and Lobby Concierge desk operations including scheduling, training and performance management.
• Develop and implement strategies to improve guest satisfaction and resolve issues promptly and professionally.
• Ensure all guest requests and inquiries are handled promptly and efficiently.
• Maintain strong knowledge of the resort and Palm Beach area to provide accurate information to guests.
• Collaborate with other departments to ensure seamless guest experiences throughout stays.
• Monitor guest feedback and online ratings and address concerns or trends.
• Oversee use of computer applications and systems used in guest accommodations, ensuring proficiency and accuracy.
• Maintain a flexible work schedule to accommodate department needs.

Skills

Front Desk experience

Call Center experience

Concierge

Supervisory experience

Multitasking

Communication skills

Organizational skills

Palm Beach area knowledge

Multilingual (preferred)

Education

Bachelor's degree in hospitality or related field

Tools

Guest services software

Job description

The Breakers Palm Beach is seeking a detail-oriented and friendly Manager of Guest Relations to oversee the daily activities of the Front Desk, Call Center, and Lobby Concierge desk.

You will ensure exceptional customer service and guest satisfaction, supervise operations, and collaborate with other departments to create seamless experiences for guests staying at the resort in sunny Florida.