VIP Experience Supervisor — Guest Relations Leader

FONTAINEBLEAU; Miami Beach (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

Fontainebleau Miami Beach is seeking a VIP Services Supervisor to lead the VIP services teams and ensure guest satisfaction and service quality.

You will oversee daily operations, create guest profiles, arrange reservations for rooms and dining, resolve concerns, and coach staff while maintaining high standards and a polished front-office presence.

Qualifications

• Strong organizational and problem-solving abilities.
• Effective communication with staff and guests.
• Experience in concierge and VIP services preferred.
• One year of supervisory experience preferred.
• Bilingual ability is highly desirable.
• High school education or equivalent; college degree preferred.

Responsibilities

• Oversee and monitor VIP services staff for quality.
• Make reservations for rooms and dining per guests.
• Create and maintain guest profiles.
• Resolve guest concerns and implement resolutions.
• Schedule labor and assign work for efficiency.
• Supervise staff to ensure compliance with rules.
• Interview candidates and assist in hires; conduct evaluations.
• Perform concierge duties as needed.
• Stand or walk for long periods in professional footwear.

Skills

Well organized

Problem solving

Effective communication

Staff management

VIP services

Supervisory experience

Bilingual

Education

High school diploma

College degree

Job description

Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART."- Morris LapidusA spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

We are looking for a VIP Services Supervisor to join our team! The VIP Services Supervisor will supervise the day-to-day activities of the VIP services Teams to ensure quality standards, services, and guest satisfaction.

Examples of Duties,includes but is not limited to the following:

Oversee and monitor staff to ensure positive and engaging customer relations.

Make reservations for room accommodations, restaurants, etc., as requested by guest or personal assistant.

Create and maintain guest personal profiles.

Resolve guest concerns and implement resolutions.

Schedule labor force and assign work for efficient use of equipment and personnel.

Supervise VIP Services staff to ensure compliance of Company and departmental rules, policies, and procedures.

Ensure an effective staff by interviewing candidates, recommending candidates for hire, preparing and conducting performance evaluations, verbal counseling, and other disciplinary actions.

Perform concierge duties and other related duties as necessary or assigned.

Standing or walking for long periods of time. Professional shoes in alignment with the front office/concierge grooming standards

Qualifications

• Well organized and demonstrated strong problem solving skills.
• Ability to communicate effectively and establish and maintain effective working relationships with staff.

• Previous concierge and VIP services experience preferred. One year supervisory experience preferred.

• Bilingual highly desirable.
• High school education or equivalent.College degree preferred.