Guest Experience Leader (PM & Overnight Relief)

Job Description

Job Description

This job description serves as a guide for establishing the criteria to fill a specific job, and to assist in employee evaluation related to that job. The description is subject to change at management's discretion, and may include additional or different duties as assigned or directed.

1. Job Summary

This hybrid role primarily serves as a Guest Experience Leader (three* PM shifts per week) and provides relief coverage for the Overnight Manager (two* overnight shifts per week). During PM shifts, the focus is personalized guest engagement, front office operations, and concierge services. During overnight shifts, the role supports or assumes overnight operational leadership, guest satisfaction, property safety coordination, and completion/support of nightly audit tasks. *The number of days per role are subject to change based on the operational demand.

1. Essential Job Functions

Guest Experience Leader (PM Shifts)

1. Contact guests prior to arrival to create excitement, determine trip persona, and gather key details.
2. Actively listen and customize itineraries, including outside activities and on-property services.
3. Inspire guests to achieve goals while communicating special requests to department heads.
4. Organize scheduling to balance guest needs with profitability.
5. Greet all guests warmly, ensuring efficient check-in and check-out experiences.
6. Handle all transactions (cash, credit, room charges, comps, gift cards).
7. Respond promptly to guest emails and department communications.
8. Perform daily opening and closing procedures.
9. Represent Carillon Miami Wellness Resort with professionalism in all interactions.
10. Document guest challenges and irregularities, escalating when necessary.
11. Create and manage guest reservations and share/accompany details.
    

Overnight Relief Responsibilities (Overnight Shifts)

1. Monitor all overnight Front of House and hotel operations.
2. Handle guest concerns, service/payment issues, and resident safety/security matters.
3. Act as upper management during overnight hours with full compensation authority.
4. Troubleshoot operational issues to prevent recurrence.
5. Ensure property security in partnership with Security team.
6. Perform and support nightly financial audit tasks, collaborating with income auditor.
7. Prepare and update morning meeting presentation.
8. Maintain and update guest opportunity log.
9. Promote hotel amenities, restaurants, spa, and fitness services as an ambassador.

Other Duties

1. Adhere to Carillon Miami Wellness Resort and LHW Standards.
2. Maintain clean and organized work areas.
3. Report safety hazards and unsafe practices immediately.
4. Recognize sales opportunities in all guest interactions and achieve targets.
5. Model healthy lifestyle practices and self-care.
6. Participate in training and professional development.
7. Support property events and guest service interactions.
8. Maintain flexibility to work days, nights, weekends, and holidays.
9. Uphold uniform and name tag standards.

1. Education, Experience and Skill Requirements

A. Minimum two years guest service experience with cash handling.

B. Hospitality experience required; spa, concierge, personal assistant, or butler experience preferred.

C. Prior hotel management or supervisory experience preferred for overnight relief coverage.

D. 2–3 years Front Office or Guest Services management experience strongly preferred.

E. Bachelor’s degree preferred; background in Health Education or Hospitality a plus.

F. Computer proficiency required; systems include Opera, SpaSoft, Go Concierge, OpenTable, HotSOS, Outlook
G. Word, PowerPoint, and Publisher; Microsoft Office proficiency required.

H. Excellent organizational, written, and verbal communication skills.

I. Professional, outgoing, service-oriented manner with ability to remain calm under stress.

J. Strong attention to detail, ability to manage multiple projects, and work independently.

K. Ability to type minimum 30 w.p.m.

L. Clear and effective communication in English; bilingual in English and Spanish preferred.

M. Accounting aptitude preferred.

N. Friendly, courteous, and team-oriented.

O. Flexible schedule availability including nights, weekends, and holidays.

Carillon Miami Wellness Resort is an equal opportunity employer.

Guest Experience Leader three PM shifts per week (3pm -11pm) and provides relief coverage for the Overnight Manager two overnight shifts per week (11pm - 7am) with a shift differential pay. The number of shifts worked per week in each capacity are subject to change based on the operational demand.