Director of Guest Experience (Full-time) | InterContinental Downtown Miami

About us:

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. 

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM and honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel for the eight year.

Your day to day:

The Director of Guest Experience is a dynamic leader with proven excellence in service delivery and will effectively lead the Recreation and Leisure department including the development and execution of property events, daily and seasonal programming, hotel activations, pool deck experience and recreation activities. This role is responsible for delivering a seamless guest experience by maintaining our property’s luxury service standards and achieving the hotel goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.   

DUTIES AND RESPONSIBILITIES:

• Manage day-to-day activities of Guest Relations initiatives/ programs.  Schedule employees and assign work to ensure proper coverage.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures.  Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Oversee all property programming including daily and seasonal events and activations, pool experience, fitness and wellness activities along with culinary additions to the activities created by the hotel.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.  Alert General Manager of potentially serious issues.
• Ensure promotion of recreation activities throughout the hotel
• Responsible for maintaining the recreation budget including assisting with hotel activity revenues along with expenses, staffing levels and productivity
• Accountable for tracking recreation, and all activation statistics
• Promote teamwork and quality service through daily communication and coordination with other departments. 
• Collaborate with multiple inter-department coordination including Marketing, Operations, Food and Beverage, Banquets, Meetings and Events Service, Sales, concierge and Loss Prevention to ensure a smooth execution of special events
• Assist experience department with planning and facilitation of group related recreation duties
• Responsible to design group recreation programs upon request
• Own large projects by researching, costing, planning and preparing proposals for leadership team for special events to attract more guests to the hotel
• Research and communicate community and area resources for additional recreation activities not available on hotel property.
• Review industry trends for new and innovative product and service opportunities
• Responsible for hotel recreation communications collateral including brochures and banners
• Liaise with third party service providers to provide additional recreation facilities, services and experiences
• Create compelling special events throughout the year to attract leisure visitors to the hotel
• Serve as an individual contributor and department role model by performing technical or functional job duties including recreation activities