Guest Services Manager

Position Summary

We are seeking a polished and dynamic Guest Services Manager to lead front-of-house operations at a luxury boutique hotel in South Beach. This role is responsible for delivering an elevated, highly personalized guest experience while overseeing Bell Services, Door and Concierge operations.

The ideal candidate is a hands-on hospitality leader with strong luxury hotel experience, a passion for service excellence, and the ability to create memorable, high-touch guest experiences in a fast-paced, lifestyle-driven environment.

Key Responsibilities

Guest Experience & Service Excellence

• Lead all guest services operations to ensure seamless arrival, stay, and departure experiences
• Deliver highly personalized service reflective of a luxury boutique brand
• Handle VIP guests, celebrity clientele, and special requests with discretion and professionalism
• Proactively resolve guest concerns and ensure service recovery when needed
• Monitor guest feedback, online reputation, and satisfaction scores

Front Office Operations

• Oversee daily Front Desk, Concierge, Bell Services, and Guest Relations operations
• Ensure efficient check-in/check-out processes and smooth daily operations
• Maintain room readiness coordination with Housekeeping and Revenue Management
• Ensure accuracy in guest billing, reservations, and system updates

Team Leadership & Development

• Recruit, train, and develop Guest Services and Front Office team members
• Conduct daily briefings and ensure clear communication of VIP arrivals and service priorities
• Coach staff on luxury service standards and brand expectations
• Manage scheduling, staffing levels, and performance evaluations

Operational & Financial Oversight

• Support departmental budgeting, labor management, and productivity goals
• Identify opportunities for upselling, room upgrades, and guest experience enhancements
• Maintain operational efficiency while preserving luxury service standards

Brand & Lifestyle Alignment

• Uphold the boutique hotels identity within the vibrant South Beach luxury market
• Collaborate with Sales, Marketing, and F&B to enhance guest experience offerings
• Support events, activations, and seasonal programming

Required Qualifications

• 35+ years of guest services or front office leadership experience in luxury or boutique hotels
• Experience in boutique luxury or lifestyle hotel brands
• Strong knowledge of Front Office operations and PMS systems
• Proven ability to lead high-touch, guest-centric service teams
• Excellent communication, problem-solving, and interpersonal skills
• Ability to work flexible hours, including evenings, weekends, and holidays

Preferred Qualifications

• South Beach / Miami luxury hospitality market experience
• Strong background handling VIP, celebrity, or high-profile guests
• Experience with Forbes or AAA luxury service standards

Compensation & Benefits

• Competitive salary
• Performance-based bonus potential
• Health, dental, and vision benefits
• Paid time off and holidays
• Hotel discounts and lifestyle perks
• Career advancement within a luxury boutique portfolio