Job Description
Join our award-winning luxury team at The Ritz-Carlton, Miami! We seek a dynamic Guest Services Manager to deliver exceptional 5-star experiences. Lead our front desk operations, ensure seamless guest check-in/out processes, and resolve inquiries with elegance. Collaborate with cross-departmental teams to create memorable stays for our discerning clientele. This role offers career growth in one of Miami's premier hospitality destinations.
Responsibilities
- Supervise front desk operations and train staff on service excellence protocols
- Handle VIP guest requests and complex reservation management
- Resolve guest concerns promptly with empathy and professionalism
- Coordinate with housekeeping, concierge, and F&B departments
- Monitor room status and optimize occupancy rates
- Implement Ritz-Carlton service standards and brand initiatives
- Conduct daily briefings and performance reviews
Qualifications
- 3+ years luxury hotel front desk management experience
- Proficiency in Opera or PMS systems
- Exceptional problem-solving and conflict resolution skills
- Fluent English; Spanish proficiency highly valued
- Valid Florida hospitality certification
- Strong leadership and team development abilities
- Availability for flexible shifts including weekends/holidays