VIP Guest Experience Lead

Job Details

Job Location: The Palms Hotel & Spa - Miami Beach, FL 33140

Position Type: Full Time

Job Category: Hospitality - Hotel

The Palms Hotel and Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel’s signature eatery, Essensia Restaurant and Bar, delivers all-natural dining with a focus on locally and sustainably sourced ingredients.

The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels and Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years. Known as Miami Beach’s premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards.

Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of The Palms family!

The VIP Guest Experience Lead is the hotel’s brand ambassador. Ultimately responsible for coordinating the overall VIP guest experience while upholding the hotel’s service standards and values. This role has been curated to elevate the guest journey by providing an individualized and detailed VIP services with exclusive access and personalized coordination & recommendations. The VIP Guest Experience Lead embodies the hotel’s values of being Inspired by nature and rooted in total wellbeing and sustainability ensuring every VIP guest feels seen, valued, and effortlessly cared for.

• Serve as the primary point of contact for all VIP and high-profile guests, delivering seamless, discreet, and intuitive service.
• Greet guests on arrival with a warm, professional welcome and assist with VIP check in and out process.
• Anticipate guest needs through proactive communication, demonstrating genuine care and attention to detail.
• Curate bespoke itineraries aligned with the hotel’s pillars of wellbeing, sustainability, and modern luxury.
• Provide information about hotel amenities, spa services, dining options, and local attractions as needed.
• Foster long-term relationships with returning guests, maintaining detailed preference profiles and evolving their experiences over time.
• Create a sense of belonging by embracing inclusiveness and a family-minded approach to hospitality.
• Provide exclusive access to the city’s most sought-after restaurants, wellness experiences, cultural events, and eco-conscious partners.
• Build and nurture relationships with local taste makers, entrepreneurs, and community partners who reflect the hotel’s values.
• Stay ahead of trends in wellness, sustainability, dining, and culture to deliver fresh, relevant, and inspiring recommendations.
• Champion entrepreneurial thinking by continuously discovering and introducing innovative guest experiences.

• Embody the hotel’s identity and service philosophy in every guest interaction; authentic, caring, and engaging.
• Share the hotel’s wellbeing, sustainability, and environmental initiatives in a natural and inspiring way.
• Actively promote a culture of inclusiveness, ensuring every guest feels respected and represented.
• Collaborate with Marketing and Operations teams to create signature moments and memorable activations.
• Achieve strong guest loyalty and satisfaction.

• Strong luxury guest service orientation and a friendly, polished demeanor.
• Work collaboratively across all departments;
  Front Office, Concierge, Housekeeping, Food & Beverage, and Spa, to ensure a flawless VIP experience.
• Coordinate and oversee VIP room assignments, amenities, and personalized setups with…