Vip Guest Service Manager Jobs (NOW HIRING)

Nestled among lush tropical foliage and just steps from the world-class amenities of Cheeca Lodge & Spa, the Casitas at Cheeca offer an unparalleled luxury escape in the heart of Islamorada. Designed to provide the privacy of a secluded residence with the elevated service of a premier resort, the Casitas deliver a bespoke guest experience defined by authentic hospitality, thoughtful attention to detail, and unforgettable moments. The Casitas feature luxurious one and two-bedroom residences, personalized butler service, curated guest experiences, and seamless access to the best of the Florida Keys.

The Casitas and VIP Guest Services Manager is responsible for leading this exceptional experience from start to finish. This role oversees all aspects of the Casitas operation and VIP guest journey, ensuring every residence is impeccably prepared and every guest interaction exceeds expectations. Through close collaboration with resort leadership and oversight of the Casitas Butler team, the Manager creates personalized, memorable stays through proactive pre-arrival planning, tailored guest experiences, seamless service delivery, and meaningful follow-up. As a key member of the Front Office Leadership Team, this individual serves as a champion of luxury hospitality, fostering a culture of excellence that reflects the elevated standards and warm island spirit of Cheeca Lodge & Spa.

• Responsible for overseeing the daily operation of the Casitas at Cheeca Lodge
• Maintains the quality and consistency of Casitas room product and property standards
• Recruiting, training, management and retainment of Casita Butler team members
• Ensure Cheeca VIP guest stays are well communicated and prepared for
• Foster and maintain positive relations with guests and team members
• Have a full understanding of Cheeca Front Office Leadership responsibilities
• Perform Cheeca MOD duties as needed
• Drive for results that support the vision and values of the company.
• Accountabile for Casitas service scores and expenses
• Create a positive work environment through training and communication
• Demonstrate creative problem solving, personal initiative and independent motivation to achieve goals.
• Cooridnate with Group Sales and Conference Services team to support execution of Casitas weddings and events

• Demonstrate passion and excitement for hospitality
• Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations.
• Prepare employee schedule according to business forecast and process Butler team member’s payroll
• Develop and maintain all Casitas and VIP SOP’s.
• Review and analyze monthly results, highlight trends and problem areas, and discuss these with the Director of Rooms Operations and appropriate staff.
• Ensure appropriate action is taken to proactively improve both Guest Experience and Casitas room product
• Attend meetings and training courses as required; continually strive for the improvement of professional skills.
• Motivate and inspire staff to apply guest service standards and policies that will distinguish Casitas at Cheeca from the competition.
• Conduct performance evaluations. Coach and direct activities to achieve desired performance.

• Minimum 5 years of progressive experience in a hotel or a 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

• Minimum 3 years of progressive experience in a luxury resort environment

• Professional Butler or Household Management experience

• Knowledge and proficiency in areas of hospitality housekeeping and engineering
• Knowledge of local Florida Keys offerings and attractions

• 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.

• 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.
• 18 Days Paid time off

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.

Source: Northwood Hospitality