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Head of Guest Services

2 months ago

Miami Florida, United States The Elser Hotel & Residences Full time

About The Elser Hotel & Residences

The Elser Hotel & Residences is a premier luxury condominium hotel located in Downtown Miami. Our hotel offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities, and 5,000 square feet of prime retail space.

Job Summary

We are seeking a highly skilled and experienced Head of Guest Services to oversee the seamless operation of our concierge department. The successful candidate will be responsible for ensuring a warm and welcoming environment for all residents and visitors.

Key Responsibilities

  • Provide information and assist guests concerning restaurants, theater/musical productions, airlines, automobile rental, transportation directions, office services, beauty/barber establishments, and other appropriate services, and render reservations for such.
  • Maintain current listing of local and area attractions, special events, and activities.
  • Maintain a listing of local transportation guides, churches, sports arenas, etc.
  • Provide hours of operations for all restaurants, lounges, and shops within the hotel.
  • Provide information, maps, and directions as required.
  • Maintain lobby reader board.
  • Maintain all property brochure racks, order and restock when necessary.
  • Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.
  • Provide personalized phone calls to VIPs and other designated guests welcoming them to the hotel.
  • Communicate all daily functions and their location in the hotel in order to assist and direct guests.
  • Assist the front desk when needed.
  • Assist guests with retrieval of packages.
  • Provide gift certificates for purchase.
  • Maintain in-room TV channel listings.
  • Show guestrooms and suites as needed.
  • Oversee cleanliness of lobby and entrance areas.

Requirements

  • High School diploma or equivalent and/or at least one year of progressive experience in a hotel or a related field required.
  • Must have a valid driver's license for the applicable state.
  • Must have extensive knowledge of the area and be able to give directions clearly.

Leadership Qualities

  • The ability to effectively handle problems is essential for a leader.
  • This includes anticipating potential issues, implementing preventive measures, identifying challenges as they arise, and promptly resolving them to ensure smooth operations and guest satisfaction.

Business Acumen

  • Leaders must possess the capacity to comprehend and utilize complex information and data from diverse sources.
  • This enables them to make informed decisions, develop strategic plans, and set appropriate objectives that align with the overall goals of the hotel or establishment.

Collaboration and Versatility

  • Leaders should be capable of cross-training in various hotel-related areas.
  • This versatility allows them to understand different aspects of the operation, provide support where needed, and foster a collaborative environment among team members.

Confidentiality and Trustworthiness

  • Maintaining confidentiality of sensitive information is paramount in leadership roles.
  • Leaders must uphold the trust and confidence of both guests and colleagues by handling privileged information with the utmost discretion and integrity.

Initiative and Proactiveness

  • Effective leaders demonstrate initiative by anticipating the needs of guests and operational requirements before they arise.
  • By being proactive, leaders can address concerns preemptively, enhance guest experiences, and streamline processes to ensure efficiency and satisfaction.