Guest Relations Manager

We are looking for a Guest Relations Manager to join the re-opening of the famed Delano Miami Beach.

Set to open its doors in 2025, Delano Miami Beach will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 170 rooms and distinct food and beverage concepts, the hotel will preserve 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 will act as the brand’s flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality. Ennismore, in partnership with Cain International (the owners of Delano Miami Beach as well as partner in the Delano brand), are currently undertaking a significant renovation and redevelopment of the iconic Delano hotel with an aim to open its doors again ahead of the 2025 winter high season.

JOB OVERVIEW:

Under the general guidance of the Director of Front Office, the Guest Relations Manager is responsible for overseeing all Guest Experience functions, including managing Guest Service & Guest Relations Agents, Concierge, and VIP services. This role ensures the highest levels of hospitality and service by managing guest interactions, addressing inquiries, and resolving service issues promptly. Serving as a key representative of hotel management, the Guest Relations Manager 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:

• 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 deliver excellent and personalized guest service at all times.
• 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 guest response tracking system to ensure follow-up and accountability.
• Review guest satisfaction survey results with employees to highlight successes and areas for improvement.
• Track and analyze guest feedback and issue reports from multiple sources (Tripadvisor, Guest Alerts, Glitch Log, Revinate, ReviewPro, Nuvola) to identify trends and implement corrective actions.
• Respond directly to guest feedback when necessary, maintaining positive guest engagement and resolving issues effectively.
• Ensure all department equipment is maintained in proper working conditions and that all department areas, including storerooms, are clean and organized.
• 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.

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