What are the responsibilities and job description for the Director of Guest Services/Front Office position at The Vineta Hotel?
INFORMATION
Oetker Collection hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.
The collection includes L’Apogée Courchevel, Le Bristol Paris, Brenners Park-Hotel & Spa in Baden-Baden, Hôtel du Cap-Eden-Roc in Antibes, Château Saint-Martin & Spa in Vence, The Lanesborough in London, Eden Rock-St Barths, Jumby Bay Island in Antigua, Palácio Tangará in São Paulo, Hotel La Palma in Capri, The Vineta Hotel in Palm Beach, and more than 150 private villas around the globe.
The Vineta Hotel - situated in the heart of Palm Beach, the Vineta Hotel will be located just two blocks off Worth Avenue. Set soon, the hotel will be reborn following a top-to-bottom renovation.
The Vineta Hotel invites you to join its teams and offers you the best opportunities for career and development within the amazing Oetker Collection Hotels.
The team of the Vineta are waiting for you to have an exceptional experience!
Job Description
Contract
Palm Beach, Florida, USA
MISSIONS
Position Profile
The Director of Guest Services is the driving force behind our guest experience, ensuring that every touchpoint reflects the highest standards of luxury, professionalism, and excellence; leading and inspiring a team to anticipate guest needs, exceed expectations, and create memorable, tailor-made experiences that define our brand.
Oversee all aspects of guest services, including front desk, concierge, bell services, doorman, guest relations, reservations operations, PBX, IRD order takers, and transportation, ensuring flawless execution of service for our guests as well as our team members. Cultivate a culture of excellence, training and mentoring the guest services team to consistently deliver ultra-luxury hospitality.
Develop and implement personalized guest service strategies to enhance loyalty and total guest satisfaction.
Act as the primary liaison for VIP guests, ensuring their experience is seamless, private, and exceeds expectations.
Monitor guest feedback through reviews, surveys, and direct interactions, implementing improvement as needed.
Ensure guest services operations run smoothly, efficiently, and in alignment with the hotel’s standards of luxury.
Collaborate With Other Departments To Ensure Seamless Guest Experiences.
Manage front office technology systems, reservations, and guest profiles to provide customized service.
Oversee check-in/check-out processes, ensuring efficiency, discretion, and a warm welcome for each guest.
Handle guest concerns and service recovery with professionalism and discretion.
Develop and manage budgets for the guest services department, optimizing costs without compromising quality.
Identify opportunities for upselling and revenue generation through guest services touchpoints, ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests.
Maintain compliance with all hotel policies, confidentiality, safety regulations, and luxury service protocols.
Recruit, train, and mentor a high performing guest services team dedicated to excellence.
Establish performance goals, conduct evaluations, and provide ongoing coaching to enhance service standards.
Foster a positive, service-oriented culture that aligns with the hotel’s vision of ultra-luxury hospitality.
Develop and maintain strong relationships with guests. Organize and manage special events, promotions, special guest requests and accommodations.
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage.
Develop and manage hoteliers schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.
Review payroll each day to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.
Follow cash handling and auditing procedures as outlined by the finance department.
Benefits
We are delighted to offer:
An excellent renumeration package including an attractive salary, progressive health & dental, life insurances, 401k pension underscored by an inspiring work environment, ongoing learning & development through the Masterpiece Academy, and an opportunity to be the best!
PROFILE
Skills & Competencies
Commitment to excellence, attention to detail, and a passion for creating an unforgettable luxury experience for our guests.
Exceptional interpersonal skills, with a natural ability to engage high-net worth guests and hoteliers.
Ability to apply conflict resolution and critical thinking skills in a collaborative environment.
Ability to work under pressure while maintaining a sense of poise and professionalism.
Strong leadership abilities, with a passion for mentoring and inspiring others.
Self-motivated, hands-on, decisive, responsible, and driven to achieve goals.
Guest-centric approach and extensive knowledge of hotel front office operations and luxury hospitality.
Must be organized and detail oriented with strong multi-tasking skills.
Must be able to stand or sit for prolonged periods to continuously perform essential job functions.
Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.
Education & Experience
Minimum 5 years experience in a guest service leadership role within luxury hospitality.
Fluent in English other languages considered an asset.
Proficiency in Microsoft Office and hotel management systems (PMS, CRM, POS, Opera), and a deep understanding of guest service operations.
College Education In Hospitality Management Preferred Or Equivalent Experience.
If you wish to invest in Oetker Collection, we encourage you to take this opportunity and we would be very happy to have you as member of our team.
Oetker Collection hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.
The collection includes L’Apogée Courchevel, Le Bristol Paris, Brenners Park-Hotel & Spa in Baden-Baden, Hôtel du Cap-Eden-Roc in Antibes, Château Saint-Martin & Spa in Vence, The Lanesborough in London, Eden Rock-St Barths, Jumby Bay Island in Antigua, Palácio Tangará in São Paulo, Hotel La Palma in Capri, The Vineta Hotel in Palm Beach, and more than 150 private villas around the globe.
The Vineta Hotel - situated in the heart of Palm Beach, the Vineta Hotel will be located just two blocks off Worth Avenue. Set soon, the hotel will be reborn following a top-to-bottom renovation.
The Vineta Hotel invites you to join its teams and offers you the best opportunities for career and development within the amazing Oetker Collection Hotels.
The team of the Vineta are waiting for you to have an exceptional experience!
Job Description
Contract
- Permanent
Palm Beach, Florida, USA
MISSIONS
Position Profile
The Director of Guest Services is the driving force behind our guest experience, ensuring that every touchpoint reflects the highest standards of luxury, professionalism, and excellence; leading and inspiring a team to anticipate guest needs, exceed expectations, and create memorable, tailor-made experiences that define our brand.
Oversee all aspects of guest services, including front desk, concierge, bell services, doorman, guest relations, reservations operations, PBX, IRD order takers, and transportation, ensuring flawless execution of service for our guests as well as our team members. Cultivate a culture of excellence, training and mentoring the guest services team to consistently deliver ultra-luxury hospitality.
Develop and implement personalized guest service strategies to enhance loyalty and total guest satisfaction.
Act as the primary liaison for VIP guests, ensuring their experience is seamless, private, and exceeds expectations.
Monitor guest feedback through reviews, surveys, and direct interactions, implementing improvement as needed.
Ensure guest services operations run smoothly, efficiently, and in alignment with the hotel’s standards of luxury.
Collaborate With Other Departments To Ensure Seamless Guest Experiences.
Manage front office technology systems, reservations, and guest profiles to provide customized service.
Oversee check-in/check-out processes, ensuring efficiency, discretion, and a warm welcome for each guest.
Handle guest concerns and service recovery with professionalism and discretion.
Develop and manage budgets for the guest services department, optimizing costs without compromising quality.
Identify opportunities for upselling and revenue generation through guest services touchpoints, ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests.
Maintain compliance with all hotel policies, confidentiality, safety regulations, and luxury service protocols.
Recruit, train, and mentor a high performing guest services team dedicated to excellence.
Establish performance goals, conduct evaluations, and provide ongoing coaching to enhance service standards.
Foster a positive, service-oriented culture that aligns with the hotel’s vision of ultra-luxury hospitality.
Develop and maintain strong relationships with guests. Organize and manage special events, promotions, special guest requests and accommodations.
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage.
Develop and manage hoteliers schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.
Review payroll each day to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.
Follow cash handling and auditing procedures as outlined by the finance department.
Benefits
We are delighted to offer:
An excellent renumeration package including an attractive salary, progressive health & dental, life insurances, 401k pension underscored by an inspiring work environment, ongoing learning & development through the Masterpiece Academy, and an opportunity to be the best!
PROFILE
Skills & Competencies
Commitment to excellence, attention to detail, and a passion for creating an unforgettable luxury experience for our guests.
Exceptional interpersonal skills, with a natural ability to engage high-net worth guests and hoteliers.
Ability to apply conflict resolution and critical thinking skills in a collaborative environment.
Ability to work under pressure while maintaining a sense of poise and professionalism.
Strong leadership abilities, with a passion for mentoring and inspiring others.
Self-motivated, hands-on, decisive, responsible, and driven to achieve goals.
Guest-centric approach and extensive knowledge of hotel front office operations and luxury hospitality.
Must be organized and detail oriented with strong multi-tasking skills.
Must be able to stand or sit for prolonged periods to continuously perform essential job functions.
Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.
Education & Experience
Minimum 5 years experience in a guest service leadership role within luxury hospitality.
Fluent in English other languages considered an asset.
Proficiency in Microsoft Office and hotel management systems (PMS, CRM, POS, Opera), and a deep understanding of guest service operations.
College Education In Hospitality Management Preferred Or Equivalent Experience.
If you wish to invest in Oetker Collection, we encourage you to take this opportunity and we would be very happy to have you as member of our team.
