Job Description

GUEST SERVICES MANAGER

Luxury Hotel • Florida Keys • USD $80,000 - $90,000 + Up to 30% Bonus

ABOUT THE ROLE

We are looking for a Guest Services Manager for a luxury hotel in the Florida Keys. This is a hands-on leadership role delivering an exceptional, personalized guest experience at the highest standard of service. The role supports front-of-house operations across Front Desk, Bell Services, Housekeeping, and Guest Relations, with a primary focus on the daily Front Desk operation and the resolution of guest matters. The ideal candidate is polished, anticipatory, and comfortable leading from the floor.

WHAT YOU'LL DO

• Oversee the daily Front Desk operation, ensuring guest satisfaction and prompt resolution of guest issues
• Supervise the daily performance of the front office team, following up with coaching and corrections where needed
• Identify training needs and deliver training to develop a high-performing team
• Anticipate guest needs by identifying repeat and VIP guests ahead of arrival and tailoring each interaction to their preferences and history
• Oversee the design, execution, and continuous enhancement of the guest amenity programme
• Respond to guest reviews, resolve issues, and track team recognition from guest feedback
• Prepare weekly schedules and support payroll processes
• Manage supplies, ordering, and cost control for the front office
• Step into any role within the department as needed and escalate matters to the General Manager on duty where appropriate
• Maintain strict confidentiality of guest and team member information

WHAT YOU BRING

• Minimum 2 years of supervisory experience in hotel or resort Front Office operations, preferably in a luxury environment
• Experience with Forbes Travel Guide or comparable luxury service standards is preferred
• Proven ability to lead, coach, develop, and motivate a high-performing team
• Polished professional presence with strong attention to detail in every guest interaction
• Strong knowledge of inventory management, purchasing, and cost control
• Excellent interpersonal, verbal, and written communication skills
• Strong computer skills with the ability to learn hotel operating systems and technology
• Strong organizational and problem-solving skills in a fast-paced environment
• Flexibility to work evenings, weekends, and holidays as business requires
• Bachelor's degree in Hospitality Management or a related field preferred; equivalent experience considered

WHAT'S OFFERED

• USD $80,000 - $90,000 base salary per year
• Annual bonus of up to 30%
• Comprehensive benefits package including health coverage and 401(k) with matching
• Career growth and recognition opportunities