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Guest Experience Manager

Miami, FL, United States, Florida, United States

Guest Experience Manager

  • Miami, FL, United States
  • Rooms Division
  • Full time

The Company


Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 44 hotels with more than 11,000 rooms in 28 countries in key business and leisure destinations.


The Hotel


With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with a Miami’s only private beach and Florida’s only Forbes triple 5-star property.  


Scope of Position


The Guest Experience Manager is responsible for, but not limited to, overseeing the daily operation of the Concierge, Bell/Door areas, Valet Parking and the Guest Experiences Program. Monitor colleague’s performance to ensure prompt service flow and quality control.  Promote guest and colleague satisfaction acting as an ambassador to guests by addressing any complaints and ensuring proper and thorough follow through. Assist in any event coordination needed to ensure our guests have an enjoyable experience.


Organisational Structure


The Guest Experience Manager will report directly to the Front Office Manager.  


Duties and Supporting Responsibilities


        • Support company's philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
        • Support company's philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
        • Support company's philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
        • Relay all guest comments and concerns to the MOD/HDM to ensure proper follow-up.
        • Proactively gather guest profile information.
        • Act on guest profile information to completely delight our guests.
        • Ensure open communication with the guest service staff to communicate guest requests such as luggage requests for check-in and checkout.
        • Have knowledge of all groups and events in-house including special requirements and billing arrangements.
        • Have knowledge of the area competition and the services and amenities offered.
        • Provide leadership and support to Concierge colleagues on timely manner.
        • Review Group Resumes and ensure compliance with all requests.
        • Prepare weekly schedules and ensures approval from Front Office Manager.
        • Monitor daily changes in occupancy and adjusts the schedule appropriately.
        • Attend pre-conference and post-conference meetings.
        • Process Concierge commissions on a weekly basis.
        • Conduct monthly meetings with the Concierge Team, Bell/Door stand and Valet parking
        • Monitor Colleagues performance and provide feedback.
        • Monitor all Vendor services for quality purposes.
        • Review annual budget for the Rooms Department.
        • Monitor department payroll through a weekly forecast.
        • Prepares payroll for transmission according to the Hotel SOP.
        • Review and approve departmental Personal Action Forms (Ascentis).
        • Interview candidates for Concierge department, Concierge Team and Bell/Door Teams.  
        • Constantly train and develop all Concierge, Bell/Door and Valet parking Colleagues and maintain their product knowledge.
        • Communicate pertinent information to colleagues and superiors.
        • Monitor storage areas and ensure the safety of all colleagues.
        • Present Positive Impression of establishment meeting grooming standards, keeping an optimistic and positive attitude at all times.
        • Protect privacy of guests and co-workers at all times.
        • Follow safety guidelines at all times
        • Be a team player
        • Perform duties within a time management guideline.
        • Process and handle guest calls, outside calls, take messages, and wake up calls.
        • Keep Concierge and Bell stand areas with sufficient stock of materials and supplies.
        • Attend Handover meetings in a timely manner, attentive and ready to take responsibility and ownership of issues presented.
        • Prepare a handover e-mail to ensure all pertinent information from your shift is properly documented for the next shift
        • Secure guest valuables with security or in guest safe room.
        • Operate simple office equipment, keeping it in working order, if not in working order notifying manager.
        • Take the lead in vetting new suppliers to work with the hotel ensuring all standards are met in the RFP process.
        • Assist the Marketing Team with the preparation and execution of any Guest Experiences in the hotel.  Liaise with operational departments as needed to assist with the Guest Experiences program.
        • Have knowledge of the local tours in Miami and make proper arrangements for guests
        • Arrange travel arrangements for guest including but not limited to:
  • Rental Cars
  • Airline tickets
  • Charter Boats
  • Charter airplanes/Helicopters
        • Additional duties include but are not limited to:
  • Providing lost and found services
  • Store and retrieve luggage
  • Confirming Spa appointments and general knowledge of services
  • Provide Manager on Duty support to the Front of House
  • Assist with transport of guests to nearby locations
  • Assist with tasks assigned by FOM



Success Profile for this role





Customer focus

Is dedicated to meeting the expectations and requirements of internal (colleagues) and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers/colleagues in mind. Upholds and drives our LQEs through daily actions; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.




Drive for results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.


Functional & Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about, and role models, the MOHG SOPs and LQEs.



Can marshal resources (people, funding, material, support and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information and files in a useful manner. Sets clear goals and responsibilities, monitors progress and results.


Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.





Developing Self and Others

Is personally committed to and actively works to continuously improve him/herself; works to deploy strengths: works on compensating for weakness and seeks feedback. AS APPLICABLE – provides challenging and stretching tasks and assignments for others; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them. Uses PROFILE/Performance Discussions for Line Colleagues effectively for talent management and development; is a people builder and a motivator and supports the company initiatives to ensure continuous improvement of our LQEs.


Interpersonal savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.


Building Effective Teams

Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.


Directing others

Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organised manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.





Ethics and values & Integrity

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.




Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.



Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.



Mandarin Oriental reserves the right to add, delete, change or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 

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