Guest Experience Floor Manager - The Ben Hotel, Autograph Collection

Sage Hospitality•West Palm Beach, FL

5d•Onsite

About The Position

The Guest Experience Floor Manager is a luxury hospitality leadership role responsible for curating seamless, personalized guest experiences while overseeing the day-to-day operation of assigned guest floors. Blending elevated guest engagement with operational excellence, this highly visible role serves as the floor’s host, service coordinator, and guest advocate—ensuring every detail of the stay reflects the refined standards of The Ben, West Palm Beach. This position is best suited for candidates with prior experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role within a luxury, lifestyle, or high-touch hospitality environment.

Requirements

Minimum 1–2 years of leadership or supervisory experience within hotel operations preferred
Previous experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role strongly preferred
Ideal opportunity for a first-time manager or emerging hospitality leader
Luxury hotel, lifestyle property, or high-touch hospitality experience preferred
Experience working in fast-paced, guest-facing environments with elevated service expectations
Passion for luxury hospitality and anticipatory guest service
Exceptional interpersonal and communication skills with a polished, professional presence
Natural ability to create personalized and memorable guest experiences
Highly detail-oriented with strong organizational and operational discipline
Calm, composed, and solution-oriented under pressure
Strong emotional intelligence with the ability to recognize and respond to guest needs proactively
Ability to multitask effectively while maintaining accuracy and service excellence
Collaborative mindset with the ability to work seamlessly across departments
Comfortable utilizing hotel systems, operational technology, and guest service platforms
Strong understanding of luxury housekeeping standards, room readiness, and service coordination
Ability to prioritize responsibilities and adapt quickly to changing operational needs
Flexible schedule availability, including evenings, weekends, and holidays as needed
Ability to stand and walk for extended periods throughout the shift
Ability to move throughout guest floors and hotel spaces frequently during daily operations
Ability to occasionally lift, push, pull, or carry items up to 25 pounds
Must maintain a polished and professional appearance consistent with luxury hospitality standards

Nice To Haves

Minimum 1–2 years of leadership or supervisory experience within hotel operations preferred
Previous experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role strongly preferred
Luxury hotel, lifestyle property, or high-touch hospitality experience preferred

Responsibilities

Serve as the dedicated host and service leader for assigned guest floors, delivering thoughtful, personalized hospitality throughout each guest’s stay
Anticipate guest needs through attentive observation, proactive communication, and refined service execution
Welcome guests with warmth, professionalism, and discretion while creating an elevated arrival experience
Build meaningful guest connections and act as a trusted point of contact during the stay
Resolve guest concerns promptly and gracefully, ensuring seamless service recovery and satisfaction
Conduct detailed inspections of stayover and vacant rooms to ensure luxury-level presentation, cleanliness, and readiness standards
Partner closely with Housekeeping to coordinate room turnover, prioritize arrivals, and maintain operational flow
Monitor guest floor presentation, including corridors, service areas, and public-facing spaces
Ensure timely tray removal, service follow-up, and attention to all floor appearance details
Review minibar consumption and communicate updates accurately with the appropriate departments
Act as the communication liaison between Front Desk, Housekeeping, Engineering, and Food & Beverage teams during daily operations
Coordinate guest requests and service delivery with urgency, professionalism, and attention to detail
Support VIP arrivals, special requests, celebrations, and personalized guest experiences
Utilize hotel systems and operational tools to ensure accurate communication and seamless execution
Maintain strong awareness of arrivals, departures, room statuses, and guest preferences throughout the shift
Demonstrate leadership presence on the guest floors while supporting a culture of luxury service excellence
Lead by example through professionalism, composure, and operational discipline
Foster strong cross-department collaboration and contribute to a positive team environment
Support training, service consistency, and elevated hospitality standards across the Rooms Division
Maintain confidentiality, discretion, and professionalism in all guest and team interactions

Benefits

Medical, dental, & vision insurance
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Basic Life and AD&D insurance
Company-paid short-term disability
Paid vacation time for full-time non-exempt associates beginning after 60 days of employment
Vacation accrual increases based on years of service
Paid holidays, including Floating Community Day
Paid sick time for eligible associates
Bereavement leave and jury duty pay for eligible associates
Eligible to participate in the Company’s 401(k) program with employer matching
Employee Assistance Program (EAP) available 24/7 for associates and household members
Tuition reimbursement and professional development opportunities
Marriott Bonvoy Explore Rate hotel discounts
Sage Hospitality hotel and restaurant discounts
Employee Referral Bonus Program — earn up to $1,000 per referral