VIP Guest Experience Lead (Miami)

Four Seasons; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary & Wages

Comprehensive Benefits Package

401(k) Retirement Plan

Excellent Training and DevelopmentOp</

Complimentary Accommodations at other

Job summary

Four Seasons in Miami seeks a Guest Experience Assistant Manager to support the Guest Experience Manager in delivering a customized, memorable stay for resort guests and residents. You will personalize service and find new ways to enhance guest loyalty while upholding brand standards and service philosophy.

The ideal candidate anticipates guest needs, delivers personalized service, and coordinates with hotel departments to ensure top-tier experiences for VIP guests throughout their stay.

Qualifications

• Minimum 2+ years' experience in a similar hospitality role, in a luxury hotel setting preferred.
• Requires excellent leadership skills, and the ability to motivate and challenge a diverse team.
• Working knowledge of hotel property management systems and computer proficiency.
• Ability to manage multiple priorities in a fast-paced environment and solve problems independently.
• Exceptional interpersonal and guest service skills, as well as the knowledge of Four Seasons' products and services.
• This role has direct contact with guests and requires excellent personal presentation and communication skills.
• Fluency in English is required; US work authorization is required. Spanish is preferred.

Responsibilities

• Assist in leading staff and operations in related departments to ensure consistency in guest service and adherence to operational standards.
• Assist in the resolution of guest concerns, and facilitate the delivery of quality, clean and safe facilities, amenities and services.
• Coordinate guest experience of VIP guests while on property by communicating with all operational departments in the Hotel (Housekeeping, Pool & Beach, F&B Outlets).
• Work cohesively with Hotel Assistant Managers and all areas within the Front Office.
• Monitor guest satisfaction and recommend approaches to better serve our guests.
• Act as the senior manager on duty in the absence of senior leadership in emergencies or guest-related situations.
• Manage VIP guest pre-arrival, in-house, and post-stay to ensure seamless experience.
• Connect with glitch guests to ensure full resolution while on property.
• Walk VIP rooms prior to arrival to verify cleanliness and setup.
• Reach out to VIP guests before arrival to coordinate transportation and personalize the stay.
• Attend Morning Operations Meeting to brief on VIP arrivals and purposes of their stay.
• Ensure standards are met, staff supported, and guest requests answered promptly.

Skills

Leadership

Guest service

Multitasking

Communication

Tools

PMS (Property Management System)

Job description

Four Seasons in Miami seeks a Guest Experience Assistant Manager to support the Guest Experience Manager in delivering a customized, memorable stay for resort guests and residents. You will personalize service and find new ways to enhance guest loyalty while upholding brand standards and service philosophy.

The ideal candidate anticipates guest needs, delivers personalized service, and coordinates with hotel departments to ensure top-tier experiences for VIP guests throughout their stay.