Guest Relations Manager

Job Title: Guest Relations Manager
Department: Rooms Division / Front Office
Location: The Ben West Palm, Autograph Collection – West Palm Beach, FL
Status: Full-Time

About The Ben West Palm

At The Ben, West Palm Beach, every corner tells a story. Part of Marriott’s Autograph Collection, our hotel is inspired by the legendary Byrd “Birdie” Dewey and her famed Ben Trovato Estate—a place where creativity, sophistication, and individuality converged. Today, The Ben carries that spirit forward, blending modern luxury with a warm, story-rich atmosphere that feels “Exactly Like Nothing Else.”

Perched along the waterfront overlooking the marina and Intracoastal Waterway, The Ben invites guests to experience bold flavors at Proper Grit and elevated rooftop moments at Spruzzo, the city’s only water-facing rooftop lounge. With personalized service, refined design, and a team devoted to authentic hospitality, The Ben transforms every stay into a lasting memory.

Position Overview

The Guest Relations Manager is the storyteller behind the guest journey—ensuring every arrival, interaction, and farewell reflects The Ben’s commitment to thoughtful luxury and genuine connection. This role champions guest experience as the hotel’s guiding philosophy, leading with warmth, presence, and purpose.

As a visible leader within the Front Office, the Guest Relations Manager sets the tone for service excellence, empowering associates to anticipate needs, resolve concerns with grace, and create moments that guests remember long after checkout. This position blends refined hospitality, operational leadership, and team development in a fast-paced luxury environment where details matter and people come first.

Key Responsibilities

Guest Experience

• Maintain guest service as the driving philosophy of the hotel—every guest, every time.

• Lead by example, responding promptly and graciously to guest needs, requests, and concerns.

• Develop and implement service initiatives that create memorable, value-added guest experiences.

• Empower associates to take ownership of guest satisfaction through proactive engagement and recognition.

Front Office Leadership

• Oversee front desk operations, ensuring seamless check-in, check-out, and a polished arrival experience.

• Train, coach, and mentor front office associates on service standards, systems, and brand values.

• Collaborate closely with Revenue, Sales, and Housekeeping to ensure flawless communication and operational flow.

• Participate in revenue meetings and contribute insights to support occupancy and ADR goals.

• Uphold financial control procedures and ensure accurate, timely reporting.

Team Development

• Foster a culture rooted in respect, accountability, and professional growth.

• Lead recruitment, onboarding, training, and performance evaluations for the front office team.

• Mentor associates for career advancement—supporting internal growth toward leadership roles, including Assistant General Manager pathways.

Operations & Safety

• Maintain brand and property standards through regular inspections and preventive practices.

• Ensure compliance with all health, safety, and security regulations.

• Serve as Manager on Duty, representing leadership presence and operational oversight across the hotel.

About You

• A natural storyteller and service-driven leader with a passion for creating exceptional guest moments.

• Experience in front office or guest relations leadership within a luxury or lifestyle hotel environment.

• Strong organizational, communication, and problem-solving skills with a calm, confident presence.

• Able to balance guest experience, operational excellence, and team motivation with ease.

• Collaborative, proactive, and detail-oriented, with a refined understanding of luxury hospitality.