Guest Experience Manager - Front Desk & Concierge

The Breakers; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The Breakers in Palm Beach, FL is seeking a detail-oriented Manager of Guest Relations to oversee the Front Desk, Call Center, and Lobby Concierge. You will ensure outstanding service and guest satisfaction across all touchpoints during each stay.

Responsibilities include supervising operations, training staff, addressing issues promptly, and maintaining knowledge of the resort and Palm Beach area to provide accurate information.

Qualifications

• Bachelor’s degree in hospitality preferred or equivalent experience.
• Minimum of one year in Front Desk, Call Center, or Concierge.
• Supervisory or management experience preferred.
• Strong computer skills with guest accommodations software.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Palm Beach area familiarity strongly desired.
• Resourceful and confident personality.
• Flexible schedule required.
• Multilingual skills preferred.

Responsibilities

• Oversee Front Desk, Call Center, and Lobby Concierge operations, including scheduling and performance management.
• Develop strategies to improve guest satisfaction and handle complaints professionally.
• Ensure prompt handling of guest requests and inquiries.
• Maintain knowledge of the resort and Palm Beach to provide accurate information.
• Collaborate with departments to ensure seamless guest experiences.
• Monitor guest feedback and address concerns.
• Oversee use of computer applications and systems for guest accommodations.
• Maintain a flexible work schedule.

Skills

Guest relations

Supervisory

Communication

Multitasking

Flexibility

Multilingual

Palm Beach area knowledge

Education

Bachelor’s degree in hospitality

Tools

Guest management software

CRM systems

MS Office

Job description

The Breakers in Palm Beach, FL is seeking a detail-oriented Manager of Guest Relations to oversee the Front Desk, Call Center, and Lobby Concierge. You will ensure outstanding service and guest satisfaction across all touchpoints during each stay.

Responsibilities include supervising operations, training staff, addressing issues promptly, and maintaining knowledge of the resort and Palm Beach area to provide accurate information.