GUEST SERVICES MANAGER
Luxury Hotel • Florida Keys • USD $80,000 - $90,000 + Up to 30% Bonus
ABOUT THE ROLE
We are looking for a Guest Services Manager for a luxury hotel in the Florida Keys. This is a hands-on leadership role delivering an exceptional, personalized guest experience at the highest standard of service. The role supports front-of-house operations across Front Desk, Bell Services, Housekeeping, and Guest Relations, with a primary focus on the daily Front Desk operation and the resolution of guest matters. The ideal candidate is polished, anticipatory, and comfortable leading from the floor.
WHAT YOU'LL DO
- Oversee the daily Front Desk operation, ensuring guest satisfaction and prompt resolution of guest issues
- Supervise the daily performance of the front office team, following up with coaching and corrections where needed
- Identify training needs and deliver training to develop a high-performing team
- Anticipate guest needs by identifying repeat and VIP guests ahead of arrival and tailoring each interaction to their preferences and history
- Oversee the design, execution, and continuous enhancement of the guest amenity programme
- Respond to guest reviews, resolve issues, and track team recognition from guest feedback
- Prepare weekly schedules and support payroll processes
- Manage supplies, ordering, and cost control for the front office
- Step into any role within the department as needed and escalate matters to the General Manager on duty where appropriate
- Maintain strict confidentiality of guest and team member information
WHAT YOU BRING
- Minimum 2 years of supervisory experience in hotel or resort Front Office operations, preferably in a luxury environment
- Experience with Forbes Travel Guide or comparable luxury service standards is preferred
- Proven ability to lead, coach, develop, and motivate a high-performing team
- Polished professional presence with strong attention to detail in every guest interaction
- Strong knowledge of inventory management, purchasing, and cost control
- Excellent interpersonal, verbal, and written communication skills
- Strong computer skills with the ability to learn hotel operating systems and technology
- Strong organizational and problem-solving skills in a fast-paced environment
- Flexibility to work evenings, weekends, and holidays as business requires
- Bachelor's degree in Hospitality Management or a related field preferred; equivalent experience considered
WHAT'S OFFERED
- USD $80,000 - $90,000 base salary per year
- Annual bonus of up to 30%
- Comprehensive benefits package including health coverage and 401(k) with matching
- Career growth and recognition opportunities