VIP Guest Experience Lead

VIP Guest Experience Lead

The Palms Hotel & Spa - Miami Beach, FL 33140

Overview

Position Type Full Time Category Hospitality - Hotel

Description

The Palms Hotel and Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel's signature eatery, Essensia Restaurant and Bar, delivers all-natural dining with a focus on locally and sustainably sourced ingredients. The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels and Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years. Known as Miami Beach's premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards. Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of The Palms family!

JOB SUMMARY:

The VIP Guest Experience Lead is the hotel's brand ambassador. Ultimately responsible for coordinating the overall VIP guest experience while upholding the hotel's service standards and values. This role has been curated to elevate the guest journey by providing an individualized and detailed VIP services with exclusive access and personalized coordination & recommendations. The VIP Guest Experience Lead embodies the hotel's values of been Inspired by nature and rooted in total wellbeing and sustainability ensuring every VIP guest feels seen, valued, and effortlessly cared for.

Guided by our service standards - Be Courteous, Be You, Show That You Really Care, Work as a Team, and Own Your Part; the VIP Guest Experience Lead creates meaningful connections that go beyond expectations. This role embodies our core values of family-mindedness, entrepreneurship, inclusiveness, environmental responsibility, and health consciousness, ensuring each guest feels genuinely welcomed.

Main Duties & Responsibilities: VIP Guest Experience & Relationship Management

• Serve as the primary point of contact for all VIP and high-profile guests, delivering seamless, discreet, and intuitive service.
• Greet guests on arrival with a warm, professional welcome and assist with VIP check in and out process.
• Anticipate guest needs through proactive communication, demonstrating genuine care and attention to detail.
• Curate bespoke itineraries aligned with the hotel's pillars of wellbeing, sustainability, and modern luxury.
• Provide information about hotel amenities, spa services, dining options, and local attractions as needed.
• Foster long-term relationships with returning guests, maintaining detailed preference profiles and evolving their experiences over time.
• Create a sense of belonging by embracing inclusiveness and a family-minded approach to hospitality.
• Provide exclusive access to the city's most sought-after restaurants, wellness experiences, cultural events, and eco-conscious partners.
• Build and nurture relationships with local tastemakers, entrepreneurs, and community partners who reflect the hotel's values.
• Stay ahead of trends in wellness, sustainability, dining, and culture to deliver fresh, relevant, and inspiring recommendations.
• Champion entrepreneurial thinking by continuously discovering and introducing innovative guest experiences.

Other Duties & Responsibilities:

• Embody the hotel's identity and service philosophy in every guest interaction; authentic, caring, and engaging.
• Share the hotel's wellbeing, sustainability, and environmental initiatives in a natural and inspiring way.
• Actively promote a culture of inclusiveness, ensuring every guest feels respected and represented.
• Collaborate with Marketing and Operations teams to create signature moments and memorable activations.
• Achieve strong guest loyalty and satisfaction.

Operational Excellence:

• Strong luxury guest service orientation and a friendly, polished demeanor.
• Work collaboratively across all departments; Front Office, Concierge, Housekeeping, Food & Beverage, and Spa, to ensure a flawless VIP experience.
• Coordinate and oversee VIP room assignments, amenities, and personalized setups with attention to detail.
• Take ownership of the VIP journey, ensuring accountability at every touchpoint.
• Monitor VIP guest feedback and implement continuous improvements to enhance service delivery.

Qualifications:

• Proven experience in luxury hospitality, guest relations, or lifestyle concierge roles.
• Deep knowledge of local culture, dining, wellness, and design scenes.
• Exceptional communication skills, discretion, and emotional intelligence.
• Strong sense of ownership, teamwork, and accountability.
• Ability to anticipate needs and create highly personalized, memorable experiences.
• Passion for wellbeing, sustainability, and modern luxury living.

Knowledge, Skills and Abilities Required:

• Property Management Systems (PMS) & Technology: Proficiency in hotel systems is required, with preferred experience in Opera Cloud. Must possess solid general computer skills, including proficiency in standard business applications (e.g., Outlook, Microsoft Office). Demonstrated ability and willingness to quickly learn and adapt to new software systems and technologies used across hotel operations.
• Front Desk & Room Division Expertise: Strong understanding of Front Office operations, including check-in/check-out procedures, room inventory management, VIP arrivals/departures, and guest profile systems. Ability to seamlessly step into or support Front Desk functions when needed, ensuring service continuity and operational excellence.
• Collaboration & Teamwork: Demonstrated ability to work cross-functionally with Front Office, Concierge, Housekeeping, F&B, and Spa teams. Embodies a team-first mindset that supports seamless guest experiences.
• Luxury Guest Service & Personalization: Advanced knowledge of luxury hospitality standards with the ability to anticipate guest needs, personalize experiences, and deliver intuitive, high-touch service that reflects genuine care.
• Strong Critical Thinking Skills: Ability to resolve guest concerns promptly, independently, and effectively while "owning your part" and ensuring positive outcomes.
• Organization & Attention to Detail: Pristine organizational skills with meticulous attention to detail in managing guest preferences, itineraries, and VIP arrangements.
• Communication & Emotional Intelligence: Exceptional interpersonal and communication skills with a high level of emotional intelligence, enabling confident engagement with VIP, high-profile, and diverse guests while maintaining discretion and professionalism.
• Adaptability & Entrepreneurial Mindset: Ability to think creatively, adapt quickly in a fast-paced environment, and take initiative in developing new ideas
• Professionalism: Ability to remain calm, professional, and courteous under pressure.

Work Conditions & Physical Demands:

• Required movement between indoor and outdoor spaces.
• Must be able to stand for prolonged periods of time.
• Requires walking, bending, lifting up to 30 lbs.
• Ability to work a flexible schedule, including weekends, holidays, and evenings.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts, or working conditions associated with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.

The hotel operates seven days a week, 24 hours a day. We may find it necessary to schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.