Director of VIP Services

About the role

At Delano Miami Beach, a luxury lifestyle hotel with 171 rooms, the Director of VIP Services oversees the daily operations of the Guest Relations and VIP Services department under the guidance of the Director of Rooms and General Manager. The role ensures seamless guest experiences, maintains brand standards and leads a team focused on exceptional hospitality, acting as a key representative of hotel management.

Key responsibilities

• Lead and manage the Guest Relations department and act as the primary contact for VIP reservations before, during and after the stay.
• Oversee scheduling, training and performance management of the Guest Relations team.
• Coordinate guest services with other departments and resolve guest issues quickly.
• Track and analyse guest feedback from TripAdvisor, Guest Alerts, Glitch Log, Revinate and Nuvola to identify trends and take corrective action.
• Record guest issues accurately and complete daily reports, schedules and documentation.
• Analyse Guest Relations metrics and support revenue management and hotel profitability.
• Ensure compliance with brand standards, health, safety and labour laws, and mentor and coach staff.

Required profile

• High school diploma or equivalent; bachelor's degree preferred.
• Minimum 5 years in a leadership role, preferably in an upscale or luxury lifestyle hotel.
• Ability to stand or walk an eight-hour shift and handle stressful situations.
• Physical ability to lift 20 lbs and perform varied tasks as needed.
• Knowledge of equal employment opportunity, occupational safety and health and wage and hour laws.

Required skills

• Hotel operations knowledge, including Front Desk, Concierge, Bell and Guest Services, and front desk protocol.
• Property management systems such as Opera Cloud and SynXis.
• Strong verbal and written communication in English; additional languages preferred.