Guest Relations Director (Hotel)
About The Position
LRMB is redefining ultra-luxury residential hospitality in Miami Beach. We manage a curated portfolio of high-end residences within premier hotel programs, delivering an elevated hospitality experience that blends the privacy of luxury residential living with the personalized service of the world’s finest hotels. Our mission is to create a seamless, deeply personalized guest journey where every stay feels curated, effortless, and memorable. We are building a hospitality culture that reflects 7-star service standards, anticipates guest needs before arrival, and transforms each interaction into an opportunity to exceed expectations. We are seeking a Guest Relations Director who will take ownership of the entire guest journey across a portfolio of more than 90 luxury residences. This leader will set the tone for service excellence, ensuring that every guest interaction—from pre-arrival planning through departure—is thoughtful, personalized, and executed at the highest level. This role is not simply about managing daily operations; it is about shaping the guest experience, building a culture of exceptional service, and driving revenue through curated concierge and lifestyle offerings. The Guest Relations Manager will lead a team dedicated to delivering intuitive hospitality while cultivating meaningful guest relationships that define the LRMB brand.
Requirements
- Exceptional interpersonal and communication skills, both in person and by phone
- Fluent in written and spoken English
- Highly organized with strong multitasking and coordination abilities
- Professional, polished, and service-oriented demeanor
- Ability to thrive in a fast-paced luxury hospitality environment
- Strong leadership skills with the ability to motivate and inspire teams
- Comfortable using multiple hospitality systems and technology platforms
- Flexible availability including evenings, weekends, and holidays
- 5+ years of leadership experience in luxury hospitality, concierge, or guest services
- Experience in high-end hotel, residential hospitality, or luxury lifestyle services
- Demonstrated ability to deliver exceptional personalized service at scale
- Strong problem-solving, analytical, and decision-making abilities
Nice To Haves
- Strong knowledge of Miami’s luxury dining, entertainment, and lifestyle offerings
- Fluency in additional languages, particularly Spanish
- Passion for creating memorable experiences and building lasting guest relationships
Responsibilities
- Own the Guest Journey: Lead the full lifecycle of the guest experience, from pre-arrival preparation to post-stay follow-up. Implement and oversee pre-arrival intelligence strategies to anticipate guest preferences, special occasions, and lifestyle needs. Ensure each guest stay feels highly personalized and seamlessly executed.
- Build a Luxury Service Culture: Establish and maintain 7-star hospitality standards across all guest interactions. Foster a culture of proactive, intuitive service across a team supporting 90+ luxury residences. Lead by example in delivering warm, professional, and highly personalized hospitality.
- Lead Guest Relations Operations: Oversee daily Guest Relations operations, including front desk and concierge functions. Conduct team briefings to align staff on VIP arrivals, guest preferences, and operational priorities. Ensure service etiquette, professionalism, and guest engagement standards are consistently upheld.
- Drive Revenue Through Curated Guest Experiences: Develop and implement upsell and concierge strategies that enhance the guest experience while generating incremental revenue. Curate and promote personalized experiences including dining reservations, transportation, local experiences, wellness services, and special events. Build and maintain strong relationships with preferred luxury vendors and partners.
- Team Leadership & Development: Recruit, train, and mentor Guest Relations team members. Oversee scheduling, performance management, and professional development. Cultivate a motivated team aligned with LRMB’s commitment to excellence.
- Guest Experience & Systems Management: Maintain accurate guest profiles within the PMS to ensure personalized service delivery. Manage guest communication and requests through the Alice platform. Ensure accurate billing and coordination of concierge services.
- Continuous Improvement: Monitor guest feedback, online reviews, and service trends to refine the guest experience. Identify opportunities to enhance service standards and operational efficiency. Actively contribute to the ongoing evolution of LRMB’s luxury hospitality platform.
Benefits
- Opportunity to help shape the future of ultra-luxury residential hospitality
- Be part of building something distinctive: a service culture that blends world-class hospitality with the exclusivity and personalization of private luxury living
- Opportunity to set a new standard for residential hospitality
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
