Assistant Director of Guest Services

Oetker Hotels•Palm Beach, FL

2d•Onsite

About The Position

The Vineta Hotel, a newly restored landmark in Palm Beach dating back to 1926, is reopening and seeking an Assistant Director of Guest Services to lead the Guest Services team. This role is crucial in ensuring an efficient, effective, and cohesive flow of activities, creating a personalized and unparalleled arrival and departure experience for guests through passion, family spirit, and elegance. The hotel is part of the Oetker Hotels portfolio and aims to be the pinnacle of hospitality in Palm Beach.

Requirements

3 years of managerial experience in the luxury hospitality industry preferred.
College degree in Hospitality Management preferred or equivalent experience.
Fluent in English; other languages considered an asset.
Proficiency in Microsoft Office programs, hotelier scheduling systems and Opera.
Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs. repeatedly during a shift.
Must be able to access and navigate each department at the organization's facilities.

Nice To Haves

Other languages

Responsibilities

Lead the Guest Services team, ensuring efficient, effective, and cohesive flow of activities.
Create a personalized and unparalleled arrival and departure experience for guests.
Manage the daily operations of the front office department to present a positive image of the hotel.
Create an unsurpassed experience for guests and team members.
Manage all aspects of the guest experience from arrival to departure.
Ensure all team members are knowledgeable about the Palm Beach area, the property, and available amenities.
Maintain high standards of Guest Services as established by the Director.
Develop and maintain strong relationships with guests.
Organize and manage special events, promotions, and special guest requests and accommodations.
Assist with responsibilities and duties in the absence of or due to heavy volume in front desk, bell services, and lobby coverage.
Supervise, train, coach, and develop team members, fostering a positive teamwork environment.
Ensure all hotel policies and procedures are adhered to and that guest service hoteliers are accountable for compliance.
Develop and manage hoteliers schedules to ensure adequate coverage, including evenings, weekends, and holidays.
Review payroll daily to ensure it is in line with budgeted hours.
Assist in the recruiting process and participate in the selection and development of all Guest Services team members.
Be sensitive to and understanding of diverse cultures and backgrounds, enhancing guest interactions.
Demonstrate positive leadership characteristics that inspire team members to meet and exceed standards and promote empowerment.
Prepare regular reports on guest feedback, hotelier performance, and service metrics.
Maintain an accurate guest attention report.
Follow cash handling and auditing procedures.
Ensure proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents, and other emergencies are followed.
Report unsafe conditions.
Build morale and spirit, interact positively with hoteliers and guests, and resolve problems to the satisfaction of all parties involved.
Ensure personal appearance and hygiene standards are exemplary and reflect a professional image.
Creatively execute strategies and drive results.
Originate and invent new ways to create unparalleled experiences for guests and team members.