Head of VIP Services & Guest Experience

Accor; Miami Beach (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

Delano Miami Beach is seeking a Director of VIP Services to oversee the Guest Relations & VIP Services Department. You will lead a team to deliver exceptional hospitality, maintain brand standards, and collaborate with hotel departments to ensure seamless guest experiences.

Reporting to the Director of Rooms and General Manager, you will enhance the guest journey from pre-arrival to departure, manage schedules, training, and performance, and drive proactive guest service across all touchpoints.

Qualifications

• 5+ years in a leadership role within upscale or luxury hotels.
• Strong knowledge of Opera Cloud and SynXis PMS.
• Proven ability to lead guest relations teams and manage VIP services.
• Excellent communication in English.

Responsibilities

• Lead Guest Relations and VIP Services teams to ensure outstanding guest service and smooth day-to-day operations.
• Maintain highest levels of guest service and ensure brand standard consistency for Delano.
• Oversee VIP reservations before, during and after stays, serving as primary contact for VIP guests.

Skills

Leadership

Guest Relations

Staff Training

Operations Management

English Proficiency

Education

Bachelor's degree

Tools

Opera Cloud

SynXis

Job description

Delano Miami Beach is seeking a Director of VIP Services to oversee the Guest Relations & VIP Services Department. You will lead a team to deliver exceptional hospitality, maintain brand standards, and collaborate with hotel departments to ensure seamless guest experiences.

Reporting to the Director of Rooms and General Manager, you will enhance the guest journey from pre-arrival to departure, manage schedules, training, and performance, and drive proactive guest service across all touchpoints.