Guest Relations Manager - The Ben Hotel

Sage Hospitality•West Palm Beach, FL

21h•Onsite

About The Position

The Ben Hotel and Sage Hospitality Group are seeking a hands-on, guest-focused Guest Relations Manager to create personalized, memorable experiences for every guest at The Ben, a luxury waterfront hotel in downtown West Palm Beach and part of Marriott’s Autograph Collection. The hotel features the Proper Grit restaurant, Spruzzo rooftop lounge, a heated saltwater pool, and distinctive event spaces. The Guest Relations Manager shapes the guest experience from arrival through departure and maintains a visible presence in the Front Office, Club Lounge, and throughout the hotel. This role oversees guest loyalty and VIP programs, coordinates personalized amenities and special requests, and partners with hotel teams to respond to inquiries and resolve concerns with care, discretion, and timely follow-through. The manager also develops guest experiences that bring the hotel’s story to life while supporting a safe, welcoming environment, guest satisfaction, and the hotel’s financial success.

Requirements

High school diploma or equivalent.
At least two years of experience as a front desk supervisor or at least four years of front office experience in hotel work.
Complete understanding of hotel front office procedures.
Working knowledge of guest services and hotel services, policies, or operations.
High-school-graduate-level mathematical aptitude, knowledge of standard cash-handling procedures, and familiarity with computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in oral and written English.
Tact and understanding when handling a variety of customer service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly when performing multiple tasks.
Comprehension and literacy sufficient to review correspondence, initiate reports, and conduct training.
Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards; follow verbal and written instructions; manage multiple tasks; and communicate verbally and in writing.
Ability to stand for 90% of the shift; repeated bending and kneeling; reach all areas of the hotel; and carry or lift bar equipment, files, and office items weighing up to 25 pounds.

Responsibilities

Oversee the experience of arriving, departing, and in-house guests, providing a warm welcome and personalized service.
Maintain a visible management presence in the Front Office, Club Lounge, and throughout the hotel, including weekends, to connect with guests and support their needs.
Coordinate with Front Office, Housekeeping, Concierge, and restaurant teams to provide a seamless guest experience.
Plan and coordinate VIP arrivals, departures, amenities, and special requests, ensuring details are communicated and delivered.
Manage last-minute arrivals and departures for high-end retail clientele, coordinating personalized service.
Oversee the Presidential and Vice-Presidential suites and personalize stays based on guest needs and preferences.
Assist with early check-in and late checkout requests, keeping guests informed when requests cannot be accommodated immediately.
Answer guest inquiries in person and by phone, follow through on requests, and stay informed about hotel activities and local events.
Represent The Ben’s history and brand by sharing the hotel’s story with guests.
Oversee guest loyalty and VIP programs, providing personalized service before, during, and after stays.
Serve as the primary point of contact and personal concierge for Cobalt members during their stays.
Engage with loyalty members and VIPs before arrival to learn preferences and coordinate special requests.
Contact in-house VIPs and high-value loyalty members to learn about their experience and address needs.
Maintain accurate guest profiles and communicate preferences and requests to appropriate teams.
Support the luxury travel segment by developing relationships with guests and travel agencies.
Lead the guest recovery program by responding to concerns promptly and professionally and determining appropriate solutions.
Identify recurring guest concerns and work with hotel leaders to develop solutions.
Partner with the Executive Office to identify opportunities to improve the guest experience.
Champion the hotel’s Tripadvisor program, encouraging guest feedback and supporting efforts to improve the hotel’s ranking.
Develop and support guest experiences and activations that reflect The Ben’s story and personalized hospitality.
Communicate hotel activities, guest needs, and service expectations to appropriate departments in a timely manner.
Provide assistance, training, and guidance to associates and departments.
Order supplies and maintain inventory controls while minimizing unnecessary expenses.
Maintain proficiency in required hotel systems, including POS, PMS, MARSHA, and EMPOWER.
Handle cash and credit card transactions when required and maintain an assigned bank in accordance with hotel policy.
Promote a safe and welcoming environment and maintain a friendly, cheerful, and courteous demeanor.
Support guest satisfaction, loyalty, and the hotel’s financial success through thoughtful service and operational follow-through.

Benefits

Unlimited paid time off
Medical insurance, with the employer covering up to 70% of premiums and a wellness credit
Dental insurance with an employer contribution toward premiums
Vision insurance
401(k) program with employer match
Health Savings Accounts or Flexible Spending Accounts
Company-paid basic life and AD&D insurance, with optional additional coverage
Pet, accident, critical illness, and hospital indemnity insurance available for purchase
Company-paid short-term disability
WINFertility guidance for associates enrolled in a Sage medical plan
Calm Health application subscription
Tuition reimbursement of up to $2,000 per calendar year
Employee Assistance Program
Discounts at hotels, restaurants, and more
Employee Referral Bonus Program with up to $1,000 per referral