Guest Services Manager

Position SummaryWe 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 ResponsibilitiesGuest Experience & Service ExcellenceLead all guest services operations to ensure seamless arrival, stay, and departure experiencesDeliver highly personalized service reflective of a luxury boutique brandHandle VIP guests, celebrity clientele, and special requests with discretion and professionalismProactively resolve guest concerns and ensure service recovery when neededMonitor guest feedback, online reputation, and satisfaction scoresFront Office OperationsOversee daily Front Desk, Concierge, Bell Services, and Guest Relations operationsEnsure efficient check-in/check-out processes and smooth daily operationsMaintain room readiness coordination with Housekeeping and Revenue ManagementEnsure accuracy in guest billing, reservations, and system updatesTeam Leadership & DevelopmentRecruit, train, and develop Guest Services and Front Office team membersConduct daily briefings and ensure clear communication of VIP arrivals and service prioritiesCoach staff on luxury service standards and brand expectationsManage scheduling, staffing levels, and performance evaluationsOperational & Financial OversightSupport departmental budgeting, labor management, and productivity goalsIdentify opportunities for upselling, room upgrades, and guest experience enhancementsMaintain operational efficiency while preserving luxury service standardsBrand & Lifestyle AlignmentUphold the boutique hotel's identity within the vibrant South Beach luxury marketCollaborate with Sales, Marketing, and F&B to enhance guest experience offeringsSupport events, activations, and seasonal programmingRequired Qualifications3-5+ years of guest services or front office leadership experience inluxury or boutique hotelsExperience in boutique luxury or lifestyle hotel brandsStrong knowledge of Front Office operations and PMS systemsProven ability to lead high-touch, guest-centric service teamsExcellent communication, problem-solving, and interpersonal skillsAbility to work flexible hours, including evenings, weekends, and holidaysPreferred QualificationsSouth Beach / Miami luxury hospitality market experienceStrong background handling VIP, celebrity, or high-profile guestsExperience with Forbes or AAA luxury service standardsCompensation & BenefitsCompetitive salaryPerformance-based bonus potentialHealth, dental, and vision benefitsPaid time off and holidaysHotel discounts and lifestyle perksCareer advancement within a luxury boutique portfolio