Senior Director of Customer Development

Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART." - Morris Lapidus A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

The Senior Director of Customer Development position will play a key role in selling and marketing the nightclub, dayclub, and other services to guests while focusing on the development of a clientele list to whom to sell. The ideal candidate creates and fosters customer relationships and ensures that their special requests are met while adhering to Fontainebleau service standards.

• The following and other duties may be assigned as necessary:
• Regularly and customarily prospect for and convert new potential guests and repeat guests by interacting with them in other bars, clubs, restaurants, and resort properties outside the Hotel’s premises.
• Regularly and customarily conduct face to face meetings with potential club guests throughout the community to create a clientele list to visit with and personally encourage to purchase tables, entries, and to generate spending at LIV events.
• Generate sales and make, obtain orders, for tables, entries, and spending at LIV.
• Provide information about the nightclub’s offerings, including VIP services, bottle service, and exclusive events through in-person interactions away from the Hotel property.
• Establish and maintain strong relationships with VIP guests, influencers, and industry contacts to enhance guest satisfaction and encourage repeat visits
• Build and maintain strong, long-term relationships with prospects and existing customers through in-person interactions.
• Identify and qualify new leads through in-person networking, referrals, and cold outreach conducted in the field.
• Promote and upsell VIP services, packages, and promotions to maximize revenue
• Identify opportunities to enhance the VIP experience through partnerships, collaborations, or special offerings
• Monitor VIP guest spending patterns and provide recommendations for personalized offerings and incentives
• Anticipate and fulfill VIP guests’ needs, ensuring their comfort and satisfaction throughout their visit, including greet VIP guests upon arrival and providing a warm and personalized welcome
• Engage in networking activities, attending industry events, and building a personal network of high-profile individuals
• Work closely with the reservations team to coordinate, organize, and manage VIP table reservations, bottle service, and special requests, to ensure accurate and timely arrangements
• Maintain an organized record of VIP guest preferences, special occasions, and other relevant information to personalize their experience during future visits
• Handle last-minute reservation changes or adjustments with professionalism and efficiency
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.
• Escort VIP guests to assigned tables or private areas and assist with seating arrangements.

This position requires that the Senior Director of Customer Development consistently spend a substantial amount of time—at least multiple hours a day, multiple times per week—off of the Hotel premises, conducting off-site sales and order generation work.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent required
• Six (6) years of experience in customer development, customer relationship management, or a related role within the nightlife or hospitality industry
• Strong understanding of the nightclub industry, market dynamics, and customer preferences
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• LANGUAGE SKILLS
• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and communicate verbally in English.
• Written communication skills in English may also be required.

CERTIFICATES, LICENSES, REGISTRATIONS

Team Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

ADDITIONAL REQUIREMENTS

• Excellent communication and interpersonal skills
• Demonstrated ability in maintaining consistent, high-quality service levels
• Basic computer skills, including proficiency in MS Office
• Ability to maintain confidentiality of sensitive guest and company information
• Must be willing and able to work a flexible schedule to include holidays, nights, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment