Welcome to Palm House, where modern luxury meets timeless elegance in the heart of Palm Beach. Located on the prestigious Royal Palm Way, just a short stroll from the pristine beaches, iconic Worth Avenue, and the Royal, Palm House is set to become a new symbol of refined hospitality on this storied island. Our 79-room property is not just a hotel; it's a destination-a place where the charm of Palm Beach's rich history blends seamlessly with a fresh, contemporary vision of luxury living.
At Palm House, we are dedicated to crafting bespoke experiences that reflect the unique desires of each guest. From the moment guests step into our vibrant Palm Bar, adorned with exquisite Murano glass chandeliers, to relaxing by our serene Sunset Pool Deck or unwinding in our expansive, elegantly designed suites, every detail is thoughtfully curated to create an atmosphere of relaxed exclusivity and personalized service. Our mission is to honour the enduring allure of Palm Beach while establishing new traditions for the next generation of discerning travellers.
As we prepare to open our doors, we are building a team of passionate, innovative, and service-oriented professionals who are excited to be part of something extraordinary.
Whether you're a seasoned hospitality expert or looking to start your career in a luxury yet unstuffy environment, we offer a dynamic environment where your talents will be recognized, and your contributions will help shape the future of luxury hospitality in the Island,
Explore our career opportunities and join us in our mission to set a new standard of excellence in Palm Beach. At Palm House, you'll not only be part of a team-you'll be part of a legacy.
Job Overview The Guest Service Manager is responsible for ensuring that all guests have a memorable and positive experience by providing exceptional service and addressing any issues or concerns. This role involves managing the guest service team, implementing service standards, and working to enhance guest satisfaction and loyalty.
Key Responsibilities: - Guest Experience Management:
- Oversee all aspects of guest interactions to ensure high levels of satisfaction.
- Address guest complaints and concerns promptly and effectively, ensuring resolutions meet company standards.
- Develop and implement strategies to enhance the guest experience and foster loyalty.
- Team Leadership:
- Recruit, train, and supervise guest service staff, including front desk agents, concierge, and other service personnel.
- Conduct regular performance reviews, provide feedback, and support staff development.
- Create and maintain a positive, motivated, and high-performing team environment.
- Service Standards:
- Establish and enforce service standards and procedures to ensure consistency and quality of service.
- Monitor and evaluate guest service performance, implementing improvements as necessary.
- Ensure all staff are well-versed in company policies, service standards, and customer service techniques.
- Operational Duties:
- Oversee the daily operations of the guest service department, including managing shift schedules and ensuring adequate coverage.
- Handle guest check-ins and check-outs, and oversee reservation management.
- Coordinate with other departments to ensure seamless guest experiences.
- Guest Feedback and Reporting:
- Gather and analyze guest feedback through surveys, comment cards, and direct interactions.
- Prepare and present reports on guest service metrics, feedback trends, and areas for improvement to senior management.
- Implement action plans based on feedback to enhance guest satisfaction.
- Compliance and Quality Control:
- Ensure compliance with all company policies, health and safety regulations, and industry standards.
- Conduct regular audits of guest service processes and implement corrective actions as needed.
- Guest Relationship Management:
- Build and maintain strong relationships with regular and VIP guests.
- Anticipate guest needs and preferences, and personalize services to enhance their experience.
- Handle special requests, arrangements, and accommodations to exceed guest expectations.
Qualifications: - Proven experience in a guest service or customer service management role, preferably within a hospitality or service-focused environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in guest management software and office applications.
- Ability to handle challenging situations and resolve conflicts effectively.
- Strong organizational skills with attention to detail.
Education and Experience: - High school diploma or equivalent; a degree in Hospitality Management, Business Administration, or a related field is preferred.
- At least 4 years of experience in a guest service or customer-facing role, with a minimum of 2 years in a supervisory or managerial capacity.
Specific Job Knowledge, Skills and Ability The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:
- Proven leadership skills with the ability to inspire and develop a team.
- Strong understanding of front office operations, guest service standards, and revenue management.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in front office software (Opera Cloud) and Microsoft Office Suite.
- Ability to work flexible hours, including weekends and holidays as needed.
- Excellent problem-solving and conflict resolution skills.
- Ability to manage multiple priorities and meet deadlines.
- Strong organizational and project management skills.
Licenses or Certificates - Ability to obtain any government required licenses or certificates.
Grooming - All employees must maintain a neat, clean and well-groomed appearance (Specific standards are available).
Other This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, seasonality, rush jobs or technological.)
Palm House, is our first property in US under the Iconic Luxury Hotels Collection, part of L+R Hotels.
L&R Hotels is a family-owned business, headquartered in London, and our multi-cultural, global business manages a 23,000 room portfolio that spans the UK, Continental Europe, the US and the Caribbean. It is exceptionally diverse - from select service hotels to award-winning five-star assets and spectacular leisure resorts in the world's most exclusive locations.
We are a dynamic, highly motivated global private investment company, creating lasting value for investors and communities. Our approach is innovative, commercial and entrepreneurial.
L+R Hotels invests where there is true potential, constantly developing our portfolio and guided by our long-term vision.
We are committed owners and build on the strengths of our properties and people, equally valuing our employees, guests, and partners.
Iconic Luxury hotels, is a collection of distinct properties, in either Iconic Buildings, Iconic addresses or Iconic Destinations, and while each property has its own distinct architecture, cultural positioning, character, traditions and stories, they all share a common commitment to delivering outstanding experiences.
The current portfolio includes some of the world's most famous hotels, from Cliveden House, one of England's finest country estates, to Italy's Hotel Excelsior, home of the Venice International Film Festival.
Other UK hotels include Chewton Glen, an English estate on the South Coast; The Lygon Arms, a 14th-century Coaching Inn in the Cotswold's; 11 Cadogan Gardens in Chelsea, one of London's most prestigious residential neighborhoods; The Mayfair Townhouse, which sits in the heart of the exclusive Mayfair district, and The Chelsea Townhouse, which opened in September 2023 just over the road from 11 Cadogan Gardens.