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    Director of Guest Services - Miami Beach, United States - Fontainebleau Florida Hotel, LLC

    Fontainebleau Florida Hotel, LLC
    Fontainebleau Florida Hotel, LLC Miami Beach, United States

    1 month ago

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    Description

    Overview:

    "IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART."
    - Morris Lapidus

    A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

    Responsibilities:

    Director of Guest Services is responsible to manage all aspects of Front Services including Bell persons, Door Persons, Bell dispatchers, and Guest Services Managers. In addition, Director of Guest Services works as the on property liaison with our Valet company to ensure the scheduling and success of the valet operation is in correlation to business demands and expectations of the hotel. Director of Front Services will ensure operations are runing optimally on a day to day basis and will adhere to all CBA guidelines. Director of Guest Services will coordinate, direct and manage the team and all related movements everyday within the hotel operation to achieve profitability, guest satisfaction and efficiency while maintaining standards set by Fontainebleau Miami Beach assuring 100% guest satisfaction. The Director of Guest Services will also provide overall leadership, guidance, and direction to the hotel team members as it strives to provide the highest quality in standards and services.

    Examples of Duties, includes but is not limited to the following:
    1. Ensure compliance by all front office team members with Company and departmental rules policies, and procedures.
    2. Field guest challenges, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve any problems that may arise.
    3. Maintain a professional appearance and demeanor at all times.
    4. Inspect all physical aspects of the hotels appearance to include front drive(s), pool(s), lobby(s), on a continual basis in accordance with standards establish by hotel management. Immediately report all safety hazards or items in need of attention to appropriate departments.
    5. Managing budgets and financial plans and controlling expenditure.
    6. Maintaining statistical and financial records.
    7. Participate on the recruiting, training and monitoring of team members.
    8. Meeting and greeting guest.
    9. Dealing with challenges/opportunities and comments.
    10. Addressing problems and troubleshooting.
    11. Ensuring events run smoothly.
    12. Supervising maintenance, supplies, renovations and furnishings.
    13. Ensuring security is effective.
    14. Carrying out inspections of property and services.
    15. Ensuring compliance with licensing laws, health and safety and other statutory regulations.
    16. Ensures that all guest related issues are resolved in a manner consistent with the companys goals and objectives.
    17. In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel:
      • Assist the other departments during peak periods or any related guest service activity.
      • Assist in the reporting of hotel incidents, accidents, etc.
      • Ensure the safety and wellbeing of our guests.
      • Participate in the hotels MOD program.
    Qualifications:
    • Have a comprehensive understanding of our operating systems to include: OPERA and HotSos.
    • Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.
    • Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information while effectively understanding and communicating service responses.
    • Considerable knowledge of all departments functionality, hotel facilities/services, as well as city and current events.
    • Excellent verbal communication skills.
    • Due to the cyclical nature of the hospitality industry, team members may be required to varying schedules to reflect the business needs of the hotel.
    • Bachelors degree focusing on Hospitality preferred.
    • Three years experience at a prior director level preferred.
    • Extensive union experience required.
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