Director of VIP Services

Job Description

JOB OVERVIEW:

Under the general guidance of the Director of Rooms and General Manager, the Director of VIP Services is responsible for overseeing the daily operations of the Guest Relations & VIP Services Department. Director of VIP Services will ensure seamless guest experiences, upholding brand standards, and leads a team focused on delivering exceptional hospitality. Serving as a key representative of hotel management, Director of Guest Experience proactively enhances the guest journey from pre-arrival to departure and collaborates closely with all hotel departments to maintain service standards that exceed brand expectations and drive overall guest satisfaction.

YOUR KEY RESPONSIBILITIES:

• Lead and manage Guest Relations departments to ensure outstanding guest service and smooth day-to-day operations.
• Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
• Together with Guest Relations Department, the Director of VIP Services serves as the primary contact for all VIP Guest Reservations before, during and after their stay at Delano Miami Beach
• Oversee scheduling, training, and performance management of Guest Relations Team.
• Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
• Manage day-to-day operations to consistently deliver quality service that meets or exceeds customer expectations.
• Provide exceptional guest services that enhance satisfaction and encourage guest loyalty and retention.
• Identify and address guest needs by communicating effectively, offering guidance, and providing constructive feedback and coaching to team members.
• Proactively intervene in guest or employee issues to maintain property integrity, ensure guest satisfaction, and support employee wellbeing.
• Lead by example through demonstrating outstanding hospitality skills and setting a positive standard for guest relations.
• Empower and motivate employees to always deliver excellent and personalized guest service.
• Monitor employee service behaviors closely and provide timely, individual feedback for continuous improvement.
• Maintain high visibility in public areas, especially during peak times, to support staff and assist guests promptly.
• Respond immediately to guest requests and concerns to ensure swift resolution and satisfaction.
• Regularly engage with guests throughout the property to gather feedback on service quality, product experience, and overall satisfaction.
• Accurately record guest issues in the tracking system to ensure follow-up and accountability.
• Track and analyze guest feedback and issue reports from multiple sources (Tripadvisor, Guest Alerts, Glitch Log, Revinate, Nuvola) to identify trends and implement corrective actions.
• Respond directly to guest feedback when necessary, maintaining positive guest engagement and resolving issues effectively.
• Perform essential administrative duties for the Guest Relations department, including reporting, scheduling, and documentation.
• Schedule, supervise, and support staff to guarantee prompt, friendly, and attentive guest service at all times.
• Ensure strict compliance with brand standards, operating procedures, and company policies to uphold the hotel's reputation and operational excellence.
• We recognize we are in the hospitality industry and that it may require us to provide lateral service. 
• We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service.

ADDITIONAL RESPONSIBILITIES:

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
• Analyze Guest Relations metrics and support revenue management strategies, and hotel’s profitability.
• Ensure full compliance with health, safety, and hotel policies and procedures.
• Drive team member engagement and team development through regular training and coaching.
• Mentor, coach and guide staff on working successfully in a team atmosphere.
• Ensure all necessary reports and forms are completed daily.
• Any other reasonable duties as assigned by the supervisor or manager.

Qualifications

SPECIFIC JOB KNOWLEDGE & SKILLS:

• High school Diploma or equivalent education required. Bachelor’s Degree preferred
• Minimum 5 years in a leadership role preferably in an upscale or luxury lifestyle brand hotel
• Strong knowledge of hotel operations including Front Desk, Concierge, Bell, Guest Services and solid knowledge of front desk protocol and experience working with high profile guests.
• Strong knowledge of property management systems such as Opera Cloud, SynXis.
• Strong verbal and written communication skills in English
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able to be observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Ability to push 20lbs+ consistently.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
• Additional language ability is preferred.
• All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

Additional Information

All your information will be kept confidential according to EEO guidelines.