Guest Experience Manager - Esme

Think Hospitality•Miami Beach, FL

23h

About The Position

Are you passionate about creating unforgettable guest experiences? Do you thrive in a fast‑paced, service‑driven environment where every detail matters? If you're energized by guest interactions, proactive problem‑solving, and building a culture of genuine hospitality, we want to meet you! Expected essential Duties include but are not limited to: Guest Experience Enhancement: Proactively engage with guests throughout their stay to ensure a seamless and enjoyable experience. Respond to inquiries, requests, and feedback promptly, and create lasting memories by offering personalized touches. Review daily VIP Amenities Attention to Detail: Consistently uphold high standards of cleanliness, organization, and service quality. Pay attention to the little details that make a big difference to our guests. Conduct follow up calls and emails to VIP guests. Greet all VIP's including group VIP's. Execute all special guest requests. Conduct Pre arrival calls to all VIPs. Conduct follow up calls and emails to VIP guests. Greet all VIP's including group VIP's. Execute all special guest requests. To manage a comprehensive correspondence check for all the arrivals. To communicate and work closely with the sales/reservations department. Responsible for setting, removing and maintaining signage. Responsible for Lobby ambiance including inventory of games and other lobby accessories. Follow-up & Resolution: Ensure all guest concerns and feedback are promptly addressed and followed up on to exceed guest expectations. Resolve any issues with poise and professionalism. Manager on Duty Shifts: Support the front desk team by stepping in as MOD as needed. Oversee daily operations, assist with check-ins/outs, and address guest needs, ensuring a high level of service throughout. To be entirely flexible and adapt to rotate within the different departments in the hotel. Over see concierge, bell, and door payroll and schedules in the absence of Dir. Of Guest Services To set, monitor and maintain standards of the Front of the House ensuring correct procedures and systems are always followed by all team members. No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.

Requirements

Minimum 1 year of hotel management experience (Front Office, Guest Relations, Guest Experience).
Strong background in guest service and hospitality operations.
Highly proactive, solutions‑focused, and excellent with follow‑up.
Outstanding communicator with the ability to manage guest concerns with empathy and confidence.
Passion for creating memorable guest moments and improving service standards.
A natural leader who inspires positivity and drives results.
Excellent organization skills.
Must be able to carry 10 lbs.
Commitment to superior customer service and excellent customer service skills.
Consistent record of customer service and operations objectives.
Proven ability to influence a team and achieve results.
Flexibility and creative problem-solving ability.
Strong initiative and self-motivation.
Fluency in job related English both verbal and non-verbal.
An appreciation and respect for the diversity of all individuals in the workplace.
Ability to handle pressure and work in a fast paced environment.
Excellent management and leadership skills.
Must be able to work days, evenings, and weekends as necessary.

Responsibilities

Proactively engage with guests throughout their stay to ensure a seamless and enjoyable experience.
Respond to inquiries, requests, and feedback promptly, and create lasting memories by offering personalized touches.
Review daily VIP Amenities
Consistently uphold high standards of cleanliness, organization, and service quality.
Pay attention to the little details that make a big difference to our guests.
Conduct follow up calls and emails to VIP guests.
Greet all VIP's including group VIP's.
Execute all special guest requests.
Conduct Pre arrival calls to all VIPs.
To manage a comprehensive correspondence check for all the arrivals.
To communicate and work closely with the sales/reservations department.
Responsible for setting, removing and maintaining signage.
Responsible for Lobby ambiance including inventory of games and other lobby accessories.
Ensure all guest concerns and feedback are promptly addressed and followed up on to exceed guest expectations.
Resolve any issues with poise and professionalism.
Support the front desk team by stepping in as MOD as needed.
Oversee daily operations, assist with check-ins/outs, and address guest needs, ensuring a high level of service throughout.
To be entirely flexible and adapt to rotate within the different departments in the hotel.
Over see concierge, bell, and door payroll and schedules in the absence of Dir. Of Guest Services
To set, monitor and maintain standards of the Front of the House ensuring correct procedures and systems are always followed by all team members.