Director of VIP Services

AccorHotel • Miami Beach, FL

7d

About The Position

The Director of VIP Services oversees the daily operations of the Guest Relations and VIP Services Department under the general guidance of the Director of Rooms and General Manager. The role ensures seamless guest experiences, upholds Delano brand standards, and leads a team delivering exceptional hospitality. As a key representative of hotel management, the director proactively enhances the guest journey from pre-arrival through departure and works closely with hotel departments to maintain service standards that exceed brand expectations and support guest satisfaction.

The director leads Guest Relations operations and team development, serves as the primary contact for VIP reservations before, during, and after guests’ stays, monitors guest feedback, resolves issues, and ensures appropriate follow-up. The role also includes administrative duties, compliance with hotel policies and procedures, and contributing to revenue management strategies and hotel profitability. Team members may be asked to perform related tasks as needed to provide exceptional guest service.

Requirements

• High school diploma or equivalent required.
• At least 5 years of leadership experience, preferably at an upscale or luxury lifestyle brand hotel.
• Strong knowledge of hotel operations, including Front Desk, Concierge, Bell, and Guest Services.
• Knowledge of front desk protocols and experience working with high-profile guests.
• Strong knowledge of property management systems such as Opera Cloud and SynXis.
• Strong verbal and written communication skills in English.
• Ability to stand or walk for a minimum eight-hour shift.
• Ability to observe and respond quickly to various situations while multitasking and handling stressful situations.
• Ability to twist, tow (push or pull), reach, bend, climb, and carry objects as necessary.
• Ability to push 20 pounds or more consistently.
• Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
• Maintain a neat, clean, and well-groomed appearance and comply with department uniform guidelines.

Nice To Haves

• Bachelor’s degree preferred.
• Additional language ability preferred.

Responsibilities

• Lead and manage Guest Relations to ensure outstanding guest service and smooth daily operations.
• Maintain high guest-service standards consistent with Delano brand standards.
• Serve, together with the Guest Relations Department, as the primary contact for VIP guest reservations before, during, and after their stay.
• Oversee scheduling, training, and performance management of the Guest Relations team.
• Collaborate with other departments to coordinate guest services and resolve problems efficiently.
• Manage daily operations to deliver quality service that meets or exceeds guest expectations.
• Provide exceptional guest service that supports guest satisfaction, loyalty, and retention.
• Identify guest needs, communicate effectively, and provide guidance and constructive feedback and coaching to team members.
• Intervene proactively in guest or employee issues to protect property integrity, maintain guest satisfaction, and support employee wellbeing.
• Lead by example and motivate employees to deliver excellent, personalized guest service.
• Monitor employee service behaviors and provide timely individual feedback for improvement.
• Maintain visibility in public areas, especially during peak periods, to support staff and assist guests.
• Respond promptly to guest requests and concerns and resolve them effectively.
• Engage with guests throughout the property to gather feedback on service quality, products, and overall satisfaction.
• Record guest issues accurately in the tracking system and ensure follow-up and accountability.
• Track and analyze guest feedback and issue reports from Tripadvisor, Guest Alerts, Glitch Log, Revinate, and Nuvola; identify trends and implement corrective actions.
• Respond directly to guest feedback when necessary.
• Perform Guest Relations administrative duties, including reporting, scheduling, and documentation.
• Schedule, supervise, and support staff to ensure prompt, friendly, and attentive guest service.
• Ensure compliance with brand standards, operating procedures, company policies, health and safety requirements, and hotel policies.
• Communicate clearly with venue teams and team members, listen to requests, take appropriate action, and provide accurate information.
• Remain calm and alert during emergency situations.
• Make decisions using experience and judgment, adapting procedures when unusual situations arise.
• Analyze Guest Relations metrics and support revenue management strategies and hotel profitability.
• Drive team engagement and development through regular training and coaching; mentor and guide staff in teamwork.
• Ensure required reports and forms are completed daily.
• Perform other reasonable duties assigned by a supervisor or manager.
• Perform related tasks as needed in the spirit of providing exceptional guest service.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED