Guest Services Manager

West Palm Beach, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

competitive salary

Employer paid health benefits package

401(k) plan matching program

Paid Time Off

Holidays

Training and development opportunities

Complimentary hotelier meals

Complimentary dry cleaning

Job Description

The Vineta Hotel, situated in the heart of Palm Beach, is a distinguished luxury hotel with a history dating back to 1926. Recently restored to its former Mediterranean Revival architectural splendor, this landmark hotel reopens in a prime location just two blocks away from Worth Avenue, the famous upscale shopping district. Being the first hotel in the United States to join the prestigious Oetker Hotels portfolio, The Vineta Hotel perfectly combines elegant design with contemporary comfort. With its stylish décor, world-class cuisine, and impeccable service, the property is positioned to become the pinnacle of hospitality in Palm Beach. The area surrounding The Vineta is renowned for its vibrant restaurant scene, designer boutiques, and boutique art galleries, providing a rich cultural environment for guests to enjoy.

The Vineta Hotel is looking to hire a Guest Services Manager - a pivotal leadership role responsible for overseeing the guest services department and ensuring an exceptional guest experience. This includes managing operations such as front desk, concierge, bell services, door attendants, guest relations, PBX, and transportation services to provide seamless, luxury guest interactions. The manager will lead and inspire a team dedicated to ultra-luxury hospitality, crafting personalized service strategies that enhance guest loyalty and satisfaction. The role demands a high level of professionalism, customer service excellence, and the capacity to handle VIP guests with discretion and exceptional care. Furthermore, the Guest Services Manager will also be involved in staff recruitment, training, performance management, and budget oversight to maintain operational efficiency without compromising quality.

This is a full-time role requiring flexibility to work evenings, weekends, and holidays in alignment with luxury hospitality standards. Candidates can expect an engaging environment with excellent training and career development opportunities offered through the Oetker Hotels group. With a competitive salary and a comprehensive benefits package including health benefits, 401(k) matching, paid time off, complimentary meals, and dry cleaning, The Vineta offers a rewarding career path for hospitality professionals eager to contribute to a celebrated Palm Beach institution. The hotel maintains a strong commitment to equal opportunity employment and encourages diverse candidates to apply. This position is ideal for individuals with proven guest service leadership experience and a passion for creating memorable, customized guest experiences in an upscale setting.

Job Requirements

Minimum 2-3 years of proven experience in guest service leadership role within luxury hospitality
College degree in Hospitality Management preferred or equivalent experience
Fluent in English
Proficiency in Microsoft Office and hotel management systems including PMS, CRM, POS, Opera
Full-time availability
Flexibility to work evenings, weekends, and holidays
Ability to stand or sit for prolonged periods
Ability to reach, bend, balance and transport objects up to 15 lbs
Strong customer service orientation
Excellent leadership abilities
Ability to handle guest complaints with professionalism
Commitment to maintaining hotel policies and service standards

Job Qualifications

Minimum 2-3 years of proven experience in guest service leadership role within luxury hospitality
College degree in Hospitality Management preferred or equivalent experience
Fluent in English
other languages considered an asset
Proficiency in Microsoft Office and hotel management systems including PMS, CRM, POS, Opera
Deep understanding of guest service operations
Strong leadership and team management skills
Excellent communication and interpersonal skills
Ability to work flexible hours including evenings, weekends, and holidays
Knowledge of cash handling and auditing procedures
Ability to manage budgets and optimize operational costs

Job Duties

Oversee all aspects of guest services including front desk, concierge, bell services, door attendant, guest relations, PBX, and transportation, ensuring flawless execution of service
Cultivate a culture of excellence through training and mentoring the guest services team
Develop and implement personalized guest service strategies to enhance loyalty and guest satisfaction
Act as primary liaison for VIP guests ensuring a seamless and private experience
Monitor guest feedback and implement improvements as needed
Ensure guest services operations align with hotel standards of luxury
Collaborate with other departments for seamless guest experiences
Manage front office technology systems and guest profiles
Oversee check-in and check-out processes ensuring efficiency and discretion
Handle guest concerns and service recovery professionally
Develop and manage departmental budgets optimizing costs without compromising quality
Identify upselling and revenue-generating opportunities
Maintain compliance with hotel policies, safety regulations, and service protocols
Recruit, train, and mentor a high-performing guest services team
Establish performance goals and conduct evaluations providing ongoing coaching
Foster a positive service-oriented culture aligned with ultra-luxury hospitality vision
Develop and maintain strong guest relationships
Organize and manage special events and guest requests
Assist with front desk and bell services during absence or heavy volume
Manage scheduling ensuring adequate coverage during peak periods
Review payroll aligning with budgeted hours
Follow cash handling and auditing procedures
Respond to guest feedback and keep management informed
Maintain thorough knowledge of hotel services and amenities
Ensure professional appearance and hygiene standards are maintained