Guest Relations Manager - The Ben Hotel, Autograph Collection

Job Title: Guest Relations Manager- The Ben, West Palm Beach

Location: The Ben, West Palm Beach- Autograph Collection

Reports to: Front Office Manager

At The Ben, West Palm Beach, every corner tells a story. Inspired by the legendary Byrd "Birdie" Dewey and her famed Ben Trovato Estate-a haven where creativity, elegance, and individuality flourished-our hotel carries that spirit forward as part of Marriott's Autograph Collection. Overlooking the shimmering Intracoastal Waterway, The Ben offers guests an experience that is Exactly Like Nothing Else.

From the bold flavors of Proper Grit, our signature whisky and supper club-inspired restaurant, to the panoramic sunsets at Spruzzo, the city's only water-facing rooftop lounge, every moment here reflects a blend of sophistication and warmth. By day, our rooftop saltwater pool invites guests to unwind; by night, the hotel transforms into a sanctuary of story-rich charm and impeccable service.

Now, we invite you to be part of this story as our Guest Relations Manager.

About the Role

As Guest Relations Manager, you will be the heart and voice of The Ben's guest experience. You'll lead our Front Office team with passion, poise, and precision-ensuring every arrival feels like a warm welcome home and every departure leaves a lasting impression. This is not just a leadership role; it's an opportunity to craft moments that guests will remember long after they've checked out.

Your intuition, grace, and commitment to service will set the tone for every interaction, inspiring your team to deliver hospitality that feels both genuine and extraordinary.

Key Responsibilities

Guest Experience

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

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

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

• Empower your team 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 guest experience.

• Train, coach, and mentor associates in service standards, systems, and brand values.

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

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

• Uphold financial control procedures and produce accurate, timely reports.

Team Development

• Foster a culture of respect, accountability, and growth.

• Lead recruitment, training, and performance evaluations to build a motivated front office team.

• Mentor associates for career progression-many of our leaders advance to Assistant General Manager roles.

Operations & Safety

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

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

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

About You

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

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

• Strong organizational, communication, and problem-solving skills.

• Confident in balancing guest experience, operational excellence, and team motivation.

• A collaborative spirit with a proactive mindset and refined attention to detail.