VIP Services | VIP Relations Manager

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART."

- Morris Lapidus

A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

The VIP Relations Manager holds a strategic leadership role focused on curating elevated, personalized, and memorable experiences for ownership stakeholders and high-value guests across Fontainebleau Miami Beach. This position is responsible for leading our VIP Services team in designing and executing VIP-level services and coordinating ownership/VIP guest visits to ensure brand consistency, guest satisfaction, and operational excellence.

Examples of Duties, includes but is not limited to the following

- Leading and managing our VIP services team, to include VIP services coordinators and concierge team members. These duties include, but are not limited to, hiring, training and development, payroll, scheduling, managing budgets and ordering/inventory, planning and execution of daily operations and communication amongst all operating and support departments within the hotel.

- Managing and Controlling a budget provided for operating expenses and labor control

- Develop and execute comprehensive, high-touch experiences for ownership and VIP clientele across all outlets, sites and partnerships.

- Serve as the lead point of contact for ownership visitation planning, ensuring seamless coordination across departments.

- Enhance guest satisfaction by tailoring experiences that reflect individual preferences, lifestyle needs, and strategic engagement goals.

- Build and maintain long-term relationships with VIPs and owners to foster loyalty and increase repeat visits and overall spend.

- Oversee and manage multi-property itineraries including accommodations, dining, entertainment, transportation, and other requests.

- Collaborate with operational teams including VIP Services Department, Events, Sales, Marketing, Rooms, Food & Beverage, Security, Spa, and Transportation to ensure flawless execution.

- Manage guest service recovery and escalated concerns with urgency, professionalism, and discretion.

- Maintain an active database of ownership and VIP preferences, visit history, Spending records and special requirements.

- Monitor VIP comp expense reports and guest spending trends to ensure experiences remain within profitability margins.

- Generate weekly/monthly executive summaries and post-visit reporting with data-driven insights and recommendations.

- Bachelors degree in Hospitality, Business, or a related field required; advanced degree preferred.

- Minimum of 3+ years of experience in luxury hospitality, with 1+ years in a leadership or executive role managing high-profile clientele preferred.

- Excellent communication and interpersonal skills with a high degree of professionalism.

- Strong organizational and time-management abilities; able to prioritize and multitask effectively.

- Proficiency in guest service software platforms such as Oracle (Opera/Cloud), Amadeus, Open Table/Resy, Book4Time, Micros and Microsoft Office.

- Ability to work flexible hours including nights, weekends, and holidays; travel may be required.