Guest Relations Manager

Miami, FL

Full Time

Experienced

Mr. C Coconut Grove is Hiring: Guest Relations Manager
Mr. C Coconut Grove is seeking a dynamic Guest Relations Manager to lead our guest services team and ensure exceptional guest experiences. This position offers a competitive salary, commensurate with experience, and a comprehensive benefits package for eligible full-time employees, including medical, dental, vision, a 401(k)-retirement savings plan, vacation time, paid time off (PTO), parking, and meals.
If you are passionate about luxury hospitality and ready to make a lasting impact, we invite you to apply and join our exceptional team today!

Who We Are
From fourth-generation hospitality leaders, brothers Ignazio and Maggio Cipriani, comes Mr. C Miami Coconut Grove—an oasis in bustling South Florida with breathtaking views of Biscayne Bay and the Coconut Grove skyline. Designed by Arquitectonica with interiors by Martin Brudnizki Design Studio, the hotel features 100 guestrooms and suites with private outdoor terraces, a signature Italian dining concept, and the rooftop Bellini Restaurant and Bar. Mr. C is renowned for delivering attentive European service complemented by luxury accommodation and amenities.

Your Role as Guest Relations Manager
The Guest Relations Manager plays a supportive yet pivotal role in ensuring a seamless and elevated guest experience. This position focuses on enhancing all touchpoints of the guest journey, from pre-arrival to departure, with a particular emphasis on VIP guests and personalized service. The Guest Relations Manager is also a key leader in upholding Forbes standards and providing training to the Front Office team to deliver world-class service.

Essential Functions and Responsibilities
Guest Experience:

Enhance the guest journey by focusing on arrival, in-house, and departure experiences.
Handle VIP arrivals, including managing amenities, ensuring room preferences are met, and conducting detailed room inspections to guarantee readiness.
Personally welcoming select VIPs during check-in, ensuring a warm and personalized experience.
Manage pre-arrival communications, such as coordinating transportation, confirming special requests, and offering personalized concierge experiences.
Proactively resolve guest glitches and ensure swift resolution of any service issues.

Training and Standards:

Lead Forbes training initiatives for the Front Office department, ensuring team adherence to luxury service standards.
Provide training to Front Office staff on concierge services, etiquette, and other guest-facing skills to elevate service quality.
Regularly assess team performance in executing Forbes standards and offer feedback or additional training as needed.

Operational Excellence:

Collaborate with the reservations team to build and update guest profiles, especially for VIPs, ensuring preferences and details are well-documented.
Highlight opportunities to personalize guest experiences based on profile notes and observed preferences.
Actively suggest improvements across departments to enhance the overall guest experience, reporting the findings and recommendations to the Director of Front Office.

Scheduling and Presence:

Work during prime operational hours (e.g., 12 noon to 8 PM) or adjust based on operational needs to ensure guest-focused coverage during peak periods.

Team Collaboration:

Partner with the Front Office team to address and resolve guest issues swiftly.
Actively engage with all departments to support a holistic approach to guest satisfaction.

Requirements and Skills

Bachelor’s degree in hospitality management or related field preferred.
Minimum of 2 years of progressive experience in hotel operations, with a strong focus on Front Office front office management.
Proven leadership abilities with a track record of managing and developing high-performing teams.
Excellent interpersonal, communication, and problem-solving skills.
Proficiency in property management systems and other relevant software such as Opera.
Commitment to maintaining the highest level of service and luxury standards.
Strong understanding of Forbes service standards and a commitment to excellence.
Flexibility to work nights, weekends, and holidays as required by the demands of the position.
Ability to stand or walk for extended periods.
Carrying or lifting items weighing up to 50 pounds
Handling objects, products, and computer equipment
Use a keyboard to operate various property management and reservations systems.
May be required to work nights, weekends, and/or holidays.
Other languages are a plus.
Grooming: All employees must maintain a neat, clean, and well-groomed appearance per Mr. C’s standards

Intent and Function of Job Descriptions
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by Supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an “at-will” employer.

Ready to Join Our Team?
We value your time, and our application process is quick and mobile-friendly. If this opportunity excites you, please complete our initial 3-minute application. We look forward to meeting you!

Equal Employment Opportunity
Mr. C Coconut Grove is an equal opportunity employer and welcomes applications from individuals of all backgrounds.

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Guest Relations Manager

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