Assistant Director of Guest Services

Job Description

Job Description

The Vineta Hotel - situated in the heart of Palm Beach, in homage to an illustrious history dating back 100 years, The Vineta Hotel has been restored to its former splendor and reopens shortly in a familiar location. Two blocks away from Worth Avenue in the heart of Palm Beach, The Vineta embodies the elegant, artistic life of a destination famed for its restaurant scene, designer boutiques and noteworthy galleries. The hotel is the first in the US to join the Oetker Hotels portfolio.

Originally called The Vineta Hotel, this landmark dates back to 1926 and is a fine example of Mediterranean Revival architecture seen throughout the destination.

A top-to-bottom renovation marks an opportune moment to bring back the original name of this establishment, The Vineta, to clearly mark a bold new chapter in its history. Combining stylish décor with contemporary comfort and the city’s most coveted social setting, complemented by world-class cuisine and unrivalled service, the property will quickly be established as the pinnacle of hospitality in Palm Beach

The Vineta Hotel invites you to join its teams and offers you the best opportunities for career and development within the amazing Oetker Hotels.

Missions : 

The uniqueness of The Vineta Hotel requires an Assistant Director of Guest Services to lead the Guest Services team, ensuring the efficient, effective, and cohesive flow of activities through personal presence with passion, family spirit and elegance to create a personalized and unparalleled arrival and departure experience for our guests.

Profile : 

• Responsible for the daily operations of the front office department to present a positive image of the hotel and creating an unsurpassed experience for our guests and team members.

• Manage all aspects of the guest experience from arrival to departure and ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests.

• Maintain high standards of Guest Services as established by the Director.

• Develop and maintain strong relationships with guests. Organize and manage special events, promotions, special guest requests and accommodations ensuring total guest satisfaction.

• 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.

• Supervise, train, coach, and develop team members according to hotel policies and procedures, fostering a positive teamwork environment.

• Ensure all hotel policies and procedures are adhered to and ensure guest service hoteliers are accountable for compliance of these policies and procedures.

• Develop and manage hoteliers schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.

• Review payroll each day to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.

• Assist in the recruiting process and participate in the selection and development of all Guest Services team members.

• Be sensitivity to and understanding of diverse cultures and backgrounds, enhancing guest interactions.

• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards and promote empowerment.

• Prepare regular reports on guest feedback, hotelier performance, service metrics, and maintain an accurate guest attention report.

• Follow cash handling and auditing procedures as outlined by the finance department.

• Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are followed. Report unsafe conditions, as appropriate.

• Build morale and spirit, interact positively with hoteliers and guests, and take action to resolve problems to the satisfaction of all parties involved.

• Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests.

• Creatively execute strategies and drive results; originate and invent new ways to create unparalleled experiences for our guests and team members.

What you bring:

• 3 years of managerial experience in the luxury hospitality industry preferred.

• College degree in Hospitality Management preferred or equivalent experience.

• Fluent in English; other languages considered an asset.

• Proficiency in Microsoft Office programs, hotelier scheduling systems and Opera.

• Full Time Position

• Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.

• Prolonged periods of 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. repeatedly during a shift.

• Must be able to access and navigate each department at the organization's facilities

Benefits : 

Competitive Salary
Employer paid health benefits package
401(k) plan matching program
Comprehensive overall compensation package (PTO, holidays)
Excellent Training and Development opportunities with Oetker Hotels
Complimentary Hotelier Meals
Complimentary Dry Cleaning

The Vineta Hotel is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website -