Job description
A rare opportunity has arisen for a Hotel Client Relations Manager at one of Miami's most exclusive luxury hotels. Located in a prime area that offers both tranquility and access to the city's vibrant culture, our client's hotel is committed to delivering an exceptional level of service. This pivotal role involves managing all aspects of guest relations, ensuring the highest standards of personalized service are met, and leading initiatives to enhance the overall guest experience. The ideal candidate will bring a wealth of experience in luxury hospitality management, with a special emphasis on client relations, operational excellence, and a passion for delivering excellence in every guest interaction.
Responsibilities
- Overseeing the guest relations team to ensure all guests receive personalized and exceptional service throughout their stay.
- Developing and implementing strategies to enhance guest satisfaction and loyalty, including personalized welcome packages and unique guest experiences.
- Conducting regular training sessions for the guest relations team on best practices in service excellence and hospitality standards.
- Collaborating with the hotel's marketing department to create promotional offers tailored to repeat guests and VIP clients.
- Managing guest feedback processes, including the resolution of complaints and implementation of feedback for continuous improvement.
- Organizing and overseeing VIP guest arrivals, departures, and any special requests, ensuring a seamless experience.
- Working closely with the housekeeping and maintenance departments to ensure all guest rooms and common areas meet the hotel's luxury standards.
- Conducting monthly meetings with the management team to report on guest satisfaction metrics and propose initiatives for service enhancement.
- Building and maintaining strong relationships with local businesses and attractions to offer exclusive experiences to guests.
Requirements
- Bachelor's degree in Hospitality Management, Business Administration, or a related field. A master's degree is a plus.
- A minimum of 5 years' experience in a client-facing role within the luxury hotel industry, with at least 2 years in a management capacity.
- Certification in Customer Service Management, such as the Certified Guest Service Professional (CGSP) from the American Hotel & Lodging Educational Institute.
- Proven track record of improving guest satisfaction and loyalty in a luxury hotel setting.
- Strong leadership skills and experience in managing a diverse team.
- Excellent communication and interpersonal skills, with fluency in English and a second language preferred.
- Familiarity with hotel management software and CRM systems.
- Alumni of renowned hospitality schools such as the Ecole hôtelière de Lausanne or Cornell University's School of Hotel Administration are preferred.
Work conditions
- Based in a luxurious hotel located in a prime area of Miami, combining tranquility with access to the city's vibrant culture.
- Full-time position with flexible working hours, including weekends and holidays as required by hotel operations.
- Competitive benefits package including health insurance, paid vacation, and personal days.
- Access to the hotel's amenities and discounts on rooms and services for family and friends.
- Opportunities for professional development and training in the latest hospitality trends and standards.
- Participation in exclusive hotel events and networking opportunities within the luxury hospitality industry.
- A supportive and dynamic work environment focused on teamwork, innovation, and excellence in service.
- Regular performance reviews and opportunities for career advancement within the hotel and wider organization.
This job offer is introduced to you by Morgan Richez
This job offer is managed by Morgan Mallet International's agency New-York - USA
Address : 260 Madison Avenue, 8th floor, New York, NY 10016, United States
Morgan Richez
Co-Founder
An entrepreneur at heart, I've been working in the luxury goods industry for 20 years. Recruitment has always been a passion for me, because this profession fulfils all the criteria necessary for human understanding. I've also had the good fortune to meet some of the world's wealthiest people from a wide variety of backgrounds. It's also a real pleasure to place candidates in the jobs of their dreams.
Morgan & Mallet Hospitality Staffing
This job offer is managed by Morgan Mallet International's agency New-York - USA
Address : 260 Madison Avenue, 8th floor, New York, NY 10016, United States
Share this job offer
Hotel client relations manager - M/F
Permanent
Full Time
Reference
0023-PAM
City
Miami
Country
USA
Posted
December 4, 2023
Salary
2,300
USD
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