What are the responsibilities and job description for the Guest Services Manager position at Proper Hospitality LLC?
Introducing The Shelborne by Proper, a holistic restoration of the iconic Miami beachfront hotel — re-opening in 2025. This extensive renovation will preserve the landmark’s 1940 art deco distinction and authentic charm while modernizing interiors from top to bottom — all embracing the rich heritage originally crafted by Morris Lapidus and Igor Polevitzky, two of the most celebrated Art Deco architects of the mid-twentieth century.
The Shelborne will introduce four vibrant new food & beverage destinations to the neighborhood, each suited for warm weather dining, with an all-day signature restaurant, a lobby bar- lounge, and curated cafe. Resort amenities include a spacious pool and lush garden lounge, indoor-outdoor cabanas, sundeck terrace, state-of-the-art fitness center, dedicated access to a private beach club, and more than 15,000 square feet of indoor-outdoor meeting & event space.
We are seeking an experienced and passionate Guest Services Manager to oversee front office operations, guest relations and service excellence. This leadership role ensures that every guest receives a seamless, personalized and memorable stay. The ideal candidate is detail-oriented, service-driven, and thrives in a dynamic luxury hospitality environment.
Key Responsibilities:
Guest Experience & Relations
Lead a team of front desk agents, concierge and guest services associates to provide unparalleled hospitality
- Ensure a warm, personalized welcome and seamless check-in/check-out process
- Act as a key point of contact for VIPs and repeat guests, curating tailored experiences and ensuring special requests are met
- Handle guest feedback, complaints and service recovery with professionalism and efficiency
Collaborate with other departments (Housekeeping, Food & Beverage, Spa, etc.) to ensure a cohesive guest experience
Operations & Team Leadership
Supervise and train the front office team, fostering a culture of excellence and attention to detail
- Oversee daily guest services operations, ensuring smooth workflows and adherence to brand standards
- Implement and refine SOPs to enhance service efficiency and guest satisfaction
- Monitor guest satisfaction metrics (e.g., online reviews, guest surveys) and implement continuous improvement strategies
Ensure all front desk technology and property management systems are utilized effectively
Revenue & Financial Oversight
Support revenue management by optimizing room allocation, upgrades, and upselling opportunities
- Oversee front office financials, including billing accuracy, cash handling, and night audit procedures
Assist in forecasting occupancy trends and identifying opportunities to enhance profitability
Qualifications & Experience
3 years of experience in luxury hospitality, with at least 1 year in a leadership or supervisory role
- Strong knowledge of front office operations, reservations systems (e.g., Opera, PMS), and guest service standards
- Exceptional interpersonal and communication skills, with the ability to engage guests and lead a team
- Passion for luxury hospitality and a keen eye for detail
- Problem-solving mindset with the ability to stay calm under pressure
- Multilingual skills (preferred)
Availability to work flexible schedules, including weekends and holidays
We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other federal/state protected category.
Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.
