VIP Guest Relations Manager

The Palms Hotel & Spa•Miami Beach, FL

2d•Onsite

About The Position

The VIP Guest Relations Manager serves as the hotel’s brand ambassador and coordinates the overall VIP guest experience while upholding the hotel’s service standards and values. The role delivers individualized, detailed VIP services through personalized coordination, recommendations, and access, ensuring guests feel valued and cared for. The position reflects the hotel’s focus on wellbeing, sustainability, inclusiveness, family-minded hospitality, and modern luxury. The manager is the primary contact for VIP and high-profile guests, supports their arrival and departure, anticipates their needs, creates bespoke itineraries, and provides recommendations about hotel amenities and local experiences. The role builds relationships with returning guests and community partners, maintains guest preference profiles, and collaborates across hotel departments to coordinate VIP rooms, amenities, and personalized setups. It also monitors feedback, supports continuous improvement, and works with Marketing and Operations on memorable guest experiences. The position requires luxury hospitality or guest-relations experience, knowledge of local culture and lifestyle offerings, strong communication and organizational skills, discretion, emotional intelligence, and the ability to resolve concerns and personalize service. Proficiency with hotel systems and general business software is required; Opera Cloud experience is preferred. The role may support Front Desk functions as needed and requires a flexible schedule, including weekends, holidays, and evenings. Work involves moving between indoor and outdoor areas, prolonged standing, walking, bending, and lifting up to 30 pounds.

Requirements

Proven experience in luxury hospitality, guest relations, or lifestyle concierge roles.
Deep knowledge of local culture, dining, wellness, and design scenes.
Exceptional communication and interpersonal skills, discretion, and emotional intelligence.
Strong ownership, teamwork, and accountability.
Ability to anticipate guest needs and create personalized, memorable experiences.
Passion for wellbeing, sustainability, and modern luxury living.
Proficiency with hotel systems and property management systems; Opera Cloud experience is preferred.
Solid general computer skills, including Outlook and Microsoft Office, and ability to learn new software and hotel technologies.
Strong understanding of Front Office operations, including check-in/check-out, room inventory, VIP arrivals and departures, and guest profile systems.
Ability to support Front Desk functions as needed.
Advanced knowledge of luxury hospitality standards and high-touch guest service.
Ability to resolve guest concerns promptly, independently, and effectively.
Excellent organization and meticulous attention to detail when managing guest preferences, itineraries, and VIP arrangements.
Ability to work cross-functionally with hotel departments and maintain a team-first mindset.
Ability to think creatively, adapt quickly, and take initiative in a fast-paced environment.
Ability to remain calm, professional, and courteous under pressure.
Ability to work a flexible schedule, including weekends, holidays, and evenings.
Ability to move between indoor and outdoor spaces, stand for prolonged periods, walk, bend, and lift up to 30 pounds.

Nice To Haves

Preferred experience with Opera Cloud.

Responsibilities

Serve as the primary point of contact for VIP and high-profile guests, providing seamless, discreet, and attentive service.
Welcome guests and assist with VIP check-in and check-out.
Anticipate guest needs through proactive communication and attention to detail.
Create bespoke itineraries reflecting the hotel’s wellbeing, sustainability, and modern-luxury values.
Provide information and recommendations about hotel amenities, spa services, dining, and local attractions.
Develop relationships with returning guests and maintain detailed preference profiles.
Arrange access to local restaurants, wellness experiences, cultural events, and eco-conscious partners.
Build relationships with local tastemakers, entrepreneurs, and community partners.
Stay informed about wellness, sustainability, dining, and cultural trends and introduce relevant guest experiences.
Represent the hotel’s identity and service philosophy in guest interactions and share its wellbeing and sustainability initiatives.
Promote an inclusive, respectful guest experience.
Collaborate with Marketing and Operations to create signature moments and guest activations.
Work with Front Office, Concierge, Housekeeping, Food and Beverage, and Spa teams to coordinate VIP experiences.
Coordinate VIP room assignments, amenities, and personalized room setups.
Take ownership of the VIP guest journey and ensure accountability at each touchpoint.
Monitor VIP guest feedback and implement service improvements.
Support Front Desk functions when needed to maintain service continuity.
Help achieve strong guest loyalty and satisfaction.