Luxury Guest Services Manager – VIP Experience Leader

Marquesa Hotel, a Noble House Hotel; Key West (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401K

Paid holidays/vacation/sick time

Employee discounts

Career growth

Discounts on experiences

Job summary

Marquesa Hotel, a Noble House Hotel, seeks an experienced Front Office Supervisor to lead daily hotel operations at our resort-style property in Key West. You will oversee Front Desk, Bell Services, Housekeeping and Guest Relations to deliver anticipatory service and resolve guest issues with discretion and professionalism.

The role emphasizes staff training, schedule management, and maintaining luxury brand standards while addressing VIP guests and special requests.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred; equivalent combination of education and relevant hospitality experience will be considered.
• Minimum of two years of supervisory experience within hotel or resort Front Office operations, preferably in a luxury hospitality environment.
• Experience with Forbes Travel Guide standards, Leading Hotels of the World (LHW) standards, or comparable luxury hospitality service standards preferred.
• Ability to work a flexible schedule based on business needs, including nights, weekends, and holidays.

Responsibilities

• Day-to-day focus on front desk operations and guest satisfaction resolution.
• Identify training needs and provide coaching to staff.
• Supervise front office staff and enforce performance standards.
• Escalate guest and staff issues to the General Manager on duty.
• Input and access information in property management and POS systems.
• Maintain confidentiality of guests and associate information.
• Prepare weekly schedules and payroll processes.
• Respond to guest reviews and resolve issues promptly.
• Track guest feedback for recognition programs.
• Manage front office supplies and inventory.
• Engage with guests to gather feedback on the experience.
• Demonstrate flexibility to work evenings, weekends and holidays.

Skills

Leadership

Guest services

Inventory management

Supervisory experience

Hospitality knowledge

Communication

Computer skills

Education

Bachelor’s degree in Hospitality Management

Experience-equivalent combination

Tools

Hotel POS systems

Property Management System (PMS)

Job description

Marquesa Hotel, a Noble House Hotel, seeks an experienced Front Office Supervisor to lead daily hotel operations at our resort-style property in Key West. You will oversee Front Desk, Bell Services, Housekeeping and Guest Relations to deliver anticipatory service and resolve guest issues with discretion and professionalism.

The role emphasizes staff training, schedule management, and maintaining luxury brand standards while addressing VIP guests and special requests.