Build and maintain relationships with high-profile guests, ensuring personalized service experiences.
Serve as the main point of contact for guest inquiries, requests, and feedback, providing prompt and courteous assistance.
Coordinate with various departments, including concierge, housekeeping, and food and beverage, to fulfill guest needs and preferences.
Conduct regular follow-ups with guests to ensure satisfaction and address any concerns or issues promptly.
Assist in organizing special events and amenities for VIP guests, such as private dinners or spa treatments.
Collaborate with the sales and marketing team to identify opportunities to enhance guest experiences and promote loyalty programs.
Utilize guest feedback to identify areas for improvement and implement strategies to enhance service quality.
Stay updated on local attractions, events, and dining options to provide recommendations and enhance the guest experience.
Maintain confidentiality and discretion when handling sensitive guest information and requests.

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
Minimum of 3 years of experience in a customer service role within the luxury hospitality industry.
Excellent communication skills, with proficiency in English and preferably additional languages such as Spanish.
Strong interpersonal skills and the ability to build rapport with high-profile clientele.
Detail-oriented with the ability to multitask and prioritize in a fast-paced environment.
Proficiency in computer applications, including Microsoft Office and customer relationship management (CRM) software.
Knowledge of Miami's attractions, dining options, and cultural events preferred.
Flexibility to work evenings, weekends, and holidays as required by the hotel's operational needs.
Professional appearance and demeanor, reflecting the hotel's luxury brand image.

Client relations manager customer service representative - M/F

Job description