Guest Services Manager

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 unrivaled 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 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. What you bring 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; other languages considered an asset. Proficiency in Microsoft Office and hotel management systems (PMS, CRM, POS, Opera), and a deep understanding of guest service operations. Full‑time position. 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. 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 - #J-18808-Ljbffr Eden Rock St Barths