On-Duty Guest Experience Leader

Loews Hotels & Co; Miami Beach, Northern (FL, KY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health & wellness benefits

401(k) with company match

Paid Sick Days

Vacation and Holidays

Paid Bereavement

Paid Pet Bereavement

Training & Development opportunities

Tuition Reimbursement

Complimentary meals in Team Member Caf

Team Member Hotel Rates

Other discounts

Job summary

Loews Miami Beach Hotel is seeking a confident, service-driven Manager on Duty to lead the guest services team during your shift, ensuring every guest interaction reflects Loews’ commitment to excellence. You will oversee operations, payroll, VIP services, and safety, with opportunities to grow in a welcoming, team‑oriented environment on the iconic South Beach property.

You will work to deliver seamless experiences, manage critical guest issues, and collaborate with security and other

Qualifications

• Bachelor’s Degree or relevant work experience required
• Minimum of two (2) years guest service experience in hotel hospitality required
• Minimum one-year (1) guest service leadership role required
• Experience with previous Property Management System, preferred Opera System
• Knowledge of budgeting, forecasting, and financial analysis in a hotel setting preferred
• Ability to stand and walk for long periods of time required

Responsibilities

• Manage hotel operations as the senior leader during assigned shifts, ensuring smooth and efficient service delivery
• Lead and support guest services teams to deliver exceptional experiences aligned with Loews Hotels’ standards
• Oversee payroll functions for assigned team members, including scheduling, timecard edits, and time-off approvals
• Monitor, communicate, and resolve guest issues promptly, developing strategies to enhance satisfaction and loyalty
• Serve as the primary contact for internal and external inquiries during your shift
• Coordinate VIP services, including escorting VIP guests and managing special requests
• Conduct regular rounds of guest areas, including recreational spaces, food and beverage outlets, and event venues
• Collaborate with Security and emergency personnel as needed to ensure guest and team member safety
• Prepare daily operational reports for management, highlighting performance and guest feedback
• Handle emergencies with professionalism, prioritizing safety and security
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all mandatory training sessions and meetings
• Perform other duties as assigned

Skills

Guest service leadership

Customer service

Communication

Team leadership

Education

Bachelor’s Degree or relevant work experience

Tools

Opera System

Job description

Loews Miami Beach Hotel is seeking a confident, service-driven Manager on Duty to lead the guest services team during your shift, ensuring every guest interaction reflects Loews’ commitment to excellence. You will oversee operations, payroll, VIP services, and safety, with opportunities to grow in a welcoming, team‑oriented environment on the iconic South Beach property.

You will work to deliver seamless experiences, manage critical guest issues, and collaborate with security and other