E11EVEN- Director of Guest Experience

E11EVEN Club Hotel & Residences • Miami, FL

1d • Onsite

About The Position

The Director of Guest Experience is responsible for making every guest feel welcome and ensuring a pleasant and comfortable stay at E11EVEN Club Hotel & Residences. This role oversees guest arrivals, check-in and check-out, and the communication of hotel facilities and services, and leads the guest-facing team, including Front Desk, Bell/Door, PBX, and Concierge, to deliver stellar customer service and memorable hospitality experiences. The Director of Guest Experience resolves issues in a timely and accurate manner and continually elevates guest services by responding to guest requests and ensuring guest satisfaction.

Requirements

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Five (5) or more years of front office or guest services experience in a luxury hotel, including at least two (2) years as a Front Desk Manager, Front Office Manager, Hotel Manager, or similar role.
• Hands-on experience with OPERA PMS.
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills.
• Leadership skills, with the ability to motivate a team toward high performance.
• Strong sense of responsibility and a professional presentation.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Proficiency in English; knowledge of other languages is a plus.

Responsibilities

• Provide upscale guest service experiences for guests and residents throughout their stay.
• Ensure guests are properly greeted upon arrival.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
• Coordinate luggage collection and storage.
• Oversee check-in and check-out procedures, including reservations and financial transactions.
• Promptly address guest requests, such as In-Room Dining.
• Actively listen to and resolve guest complaints, coordinating communication between guests and staff and following up to ensure concerns are resolved.
• Ensure special guests, including guests with disabilities, the elderly, children, and VIPs, receive personalized service.
• Inform guests of hotel services, including breakfast and dining options, and promote all hotel amenities, conveniences, and programs.
• Recommend local attractions, including places to dine, shop, and sightsee.
• Establish friendly relationships with regular hotel guests and residential owners.
• Liaise with Housekeeping and Food & Beverage to provide an overall comfortable guest experience.
• Analyze guest feedback from surveys and online reviews, and recommend ways to improve guest satisfaction scores and online ratings, such as TripAdvisor.
• Manage the guest services team to ensure compliance with all standards and operating procedures; review daily duties, assign tasks, and check on progress.
• Lead the hiring, training, scheduling, payroll (in Dayforce), and direction of all guest services employees.
• Appraise team performance and produce regular reports.
• Assist with projects assigned by management, and perform other related duties as assigned.

Benefits

• Medical insurance
• dental insurance
• vision insurance
• life insurance
• short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager