Guest Service Manager Clevelander Ocean

LP - 3.9

Miami Beach, FL Job Details Full-time $80,000 - $85,000 a year 15 hours ago Benefits Free parking Health insurance Dental insurance 401(k) Paid time off Vision insurance Referral program Qualifications Spanish Team leadership English Managing hospitality teams Frontline customer support management Team development Hiring Supervising experience Recruiting Property management systems (PMS) Full Job Description

NOW HIRING

Guest Services Manager Hilton Miami Beach is a highly anticipated new-build hotel inside a historic Art Deco building steps from Collins Park, the Miami Beach Convention Center, Collins Avenue, Lincoln Road, and South Beach. With playfully designed guest rooms, three dining outlets — Amador, Savant Rooftop Bar, and Haute Mess Cafe — two rooftop pools, and flexible meeting space, this flagship 289-room property is now building its team ahead of its December 2026 opening.

THE ROLE

The Guest Services Manager leads the Front Desk, Guest Services, and Bell/Valet operations. This role sets the tone for every guest's first and last impression of the hotel and delivers Hilton's signature hospitality across the guest journey. This is a pre-opening hire — you'll help build this role from the ground up ahead of our December 2026 launch. Prior experience with a hotel opening is preferred for this hire.

KEY RESPONSIBILITIES

▪ Oversee daily front office operations, including check-in/check-out, room assignments, and guest requests.

▪ Ensure Hilton brand service standards and Honors loyalty program benefits are consistently delivered.

▪ Handle guest escalations and service recovery, ensuring timely and professional resolution.

▪ Manage department scheduling, payroll, and labor costs in line with occupancy forecasts.

▪ Coordinate with Housekeeping, Engineering, and Sales on room readiness, VIP arrivals, and group/event needs.

▪ Monitor guest satisfaction scores and lead initiatives to improve service quality and guest feedback results.

▪ Support cash handling, folio accuracy, and front office audit procedures in partnership with Finance.

▪ Recruit, hire, and train Front Desk agents, Guest Services/Concierge staff, and Bell/Valet team members as needed.

▪ Partner with the Director of Rooms/General Manager on pre-opening front office setup, including staffing plans, systems training, and SOP development.

▪ Recruit, hire, and train the opening Front Desk, Guest Services, and Bell/Valet team ahead of launch.

QUALIFICATIONS

▪ Minimum 2-3 years of front office/guest services supervisory or management experience in a full-service hotel.

▪ Experience with hotel property management systems (PMS) required; Hilton systems (OnQ or successor platforms) preferred.

▪ Strong knowledge of guest service recovery and Hilton Honors program standards a plus.

▪ Excellent communication, leadership, and problem-solving skills.

▪ Bilingual (English/Spanish) a plus given the South Florida market.

WHAT WE OFFER

▪ Competitive salary

▪ Paid Time Off

▪ Comprehensive health, dental, and vision benefits

▪ 401(k)

▪ Hilton Team Member Travel Program (discounted stays worldwide)

▪ The opportunity to help build this role from the ground up for a flagship pre-opening property Hilton Miami Beach is an Equal Opportunity Employer.

Pay:

$80,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Free parking Health insurance Paid time off Referral program Vision insurance

Work Location:

In person