Guest Services Manager

Oetker Hotels•Palm Beach, FL

3h•Onsite

About The Position

The Vineta Hotel, situated in the heart of Palm Beach, is undergoing a top-to-bottom renovation to restore its 1926 Mediterranean Revival architecture and will soon reopen. As the first US hotel to join the Oetker Hotels portfolio, The Vineta aims to establish itself as the pinnacle of hospitality in Palm Beach, combining stylish décor, contemporary comfort, world-class cuisine, and unrivalled service. The Guest Services Manager is a pivotal role, responsible for driving the guest experience to reflect the highest standards of luxury, professionalism, and excellence. This position involves leading and inspiring a team to anticipate guest needs, exceed expectations, and create memorable, tailor-made experiences that define the hotel's brand.

Requirements

Minimum 2- 3 years of proven experience in a guest service leadership role within luxury hospitality.
College degree in Hospitality Management preferred or equivalent experience.
Fluent in English
Proficiency in Microsoft Office and hotel management systems (PMS, CRM, POS, Opera), and a deep understanding of guest service operations.
Flexibility to work evening, weekends, and holidays as required in a luxury hospitality environment.
Prolonged periods of standing or sitting at a desk and working on a computer.
Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs.

Nice To Haves

Other languages considered an asset.

Responsibilities

Oversee all aspects of guest services, including front desk, concierge, bell services, door attendant, guest relations, PBX, and transportation, ensuring flawless execution of service.
Cultivate a culture of excellence, training and mentoring the guest services team to consistently deliver ultra-luxury hospitality.
Develop and implement personalized guest service strategies to enhance loyalty and total guest satisfaction.
Act as the primary liaison for VIP guests, ensuring their experience is seamless, private, and exceeds expectations.
Monitor guest feedback through reviews, surveys, and direct interactions, implementing improvement as needed.
Ensure guest services operations run smoothly, efficiently, and in alignment with the hotel’s standards of luxury.
Collaborate with other departments to ensure seamless guest experiences.
Manage front office technology systems, reservations, and guest profiles to provide customized service.
Oversee check-in/check-out processes, ensuring efficiency, discretion, and a warm welcome for each guest.
Handle guest concerns and service recovery with professionalism and discretion.
Develop and manage budgets for the department, optimizing costs without compromising quality.
Identify opportunities for upselling and revenue generation through guest services touchpoints, ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests.
Maintain compliance with all hotel policies, confidentiality, safety regulations, and luxury service protocols.
Recruit, train, and mentor a high performing guest services team dedicated to excellence.
Establish performance goals, conduct evaluations, and provide ongoing coaching to enhance service standards.
Foster a positive, service-oriented culture that aligns with the hotel’s vision of ultra-luxury hospitality.
Develop and maintain strong relationships with guests.
Organize and manage special events, promotions, special guest requests and accommodations.
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage.
Develop and manage hotelier’s schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.
Review payroll to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.
Follow cash handling and auditing procedures as outlined by the finance department.
Respond to guest feedback and resolve any issues or complaints in a professional, calm, and solution-oriented manner, and keep management informed of any issues, concerns or requests that require immediate attention and follow-up.
Maintain a thorough knowledge of the hotel’s services, facilities, and amenities to offer recommendations to guests.
Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests.
The role may be required to perform additional tasks not specifically described above.