Casitas and VIP Guest Services Manager

Job Description

Casitas and VIP Guest Services Manager at Cheeca Lodge & Spa

The role of the Casitas and VIP Guest Services Manager involves overseeing all aspects of the Casitas operation. This role will work closely with Resort Manager, Director of Rooms Operations, Executive Housekeeper and Chief Engineer to ensure the Casitas room product is thoroughly well prepared for our guests. Additionally, the role oversees our Casitas Butler team to ensure an overwhelmingly positive memorable experience is delivered to all Casita guests as well as Cheeca VIP guests. Delivering exceptional service begins with pre-stay contact to coordinate dining and activities, a personalized arrival experience, surprise and delights, consistent guest communication throughout the stay concluding with a warm farewell and post stay follow up. Additionally, the role includes inter-departmental communication to ensure Cheeca VIP guests experience is equally as thorough. The Casitas and VIP Guest Services Manager is a member of the Front Office Leadership team and reports to Director of Rooms

Key Responsibilities:

• Maintain quality and consistency of Casitas room product and property standards.
• Recruit, train, and retain Casita Butler team members.
• Oversee daily operations of the Casitas and ensure VIP guest stays are well-prepared.
• Foster positive relations with guests and team members.
• Perform Cheeca MOD duties as needed.
• Drive results that support the vision and values of the company.
• Accountable for Casitas service scores and expenses.
• Coordinate with Group Sales and Conference Services for Casitas weddings and events.
• Provide superior guest service and resolve guest-related situations.
• Prepare employee schedules and process payroll.
• Develop and maintain all Casitas and VIP SOPs.
• Review and analyze monthly results, and discuss with Director of Rooms Operations.
• Motivate and inspire staff to apply guest service standards.

Required Qualifications:

• Minimum 5 years of progressive experience in a hotel or related field.
• Exceptional interpersonal and customer service skills.
• Excellent organizational and multi-tasking skills.
• Strong attention to detail.
• Effective written and verbal communication skills.
• Knowledge of Microsoft Office.
• Valid Driver License.

Preferred Experience:

• Minimum 3 years of progressive experience in a luxury resort environment.
• Professional Butler or Household Management experience.
• Knowledge in hospitality housekeeping and engineering.
• Knowledge of local Florida Keys offerings and attractions.

Physical Requirements:

• Ability to walk and stand for extended periods, talk, hear, listen, reach, grasp, and perform repetitive motions.
• Ability to push, pull, lift, carry, or otherwise move up to 40-60 lbs.

Benefits Include:

• 401(k) with employer matching.
• Employer Paid Short Term and Long Term Disability Insurance.
• AD&D insurance.
• Dental, health, and vision insurance.
• Employee discounts.
• Flexible spending and health savings accounts.
• Life insurance.
• Paid time off.

Why Join Cheeca Lodge & Spa: As the Casitas and VIP Guest Services Manager, you will play a key role in ensuring our guests have an exceptional experience. This role offers a dynamic work environment, professional growth opportunities, and the chance to lead a dedicated team in a prestigious resort setting. Join us to make a significant impact on our guests' experiences and elevate our service standards.