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.

Company Description

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.