Director of VIP Services

Delano Miami Beach fuses historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts, the hotel preserves its iconic walk-in pool and, in addition, unveil a new pool on an amenity deck, offering breathtaking views of the ocean. Delano Miami Beach acts as the brand’s flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality.  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. 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. All your information will be kept confidential according to EEO guidelines.