Guest Experience Floor Manager - The Ben Hotel, Autograph Collection

At The Ben, West Palm Beach, every detail is intentional. Inspired by the legendary Byrd “Birdie” Dewey and her famed Ben Trovato Estate, our Autograph Collection hotel blends modern luxury with creativity, sophistication, and a spirit of individuality that feels Exactly Like Nothing Else.Located along the Intracoastal Waterway in the heart of downtown West Palm Beach, The Ben delivers a refined yet welcoming luxury experience shaped by thoughtful design, elevated service, and unforgettable moments. Guests gather at Proper Grit, our signature whisky and supper club-inspired restaurant, or escape to Spruzzo, our rooftop Mediterranean lounge overlooking the waterfront skyline.As The Ben continues to evolve into a more intentional luxury destination, we are building a team of hospitality professionals who understand that true service is both personal and precise. We seek individuals who take pride in presence, value attention to detail, and thrive in environments where excellence is the standard.As a Guest Experience Floor Manager, you will play a key role in shaping the guest journey—creating elevated in-room experiences while serving as a visible leader within the Rooms Division. This is an opportunity to grow your leadership career within a luxury hospitality environment that values style, substance, operational excellence, and genuine connection.Learn more about our collection of experiencesThe Ben West Palm — https//www.thebenwestpalm.com/Proper Grit — https//www.propergrit.com/Spruzzo Rooftop — https//www.spruzzowestpalm.com/The Ben Events — https//www.thebenevents.com/At The Ben, you do not simply work in luxury—you help define it.The Guest Experience Floor Manager is a luxury hospitality leadership role responsible for curating seamless, personalized guest experiences while overseeing the day-to-day operation of assigned guest floors.Blending elevated guest engagement with operational excellence, this highly visible role serves as the floor’s host, service coordinator, and guest advocate—ensuring every detail of the stay reflects the refined standards of The Ben, West Palm Beach.Ideal for an emerging hospitality leader stepping into their first management role, the Guest Experience Floor Manager partners closely with Front Desk, Housekeeping, Engineering, and In-Room Dining to anticipate guest needs, maintain exceptional room presentation, and orchestrate a flawless arrival-to-departure experience.This position is best suited for candidates with prior experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role within a luxury, lifestyle, or high-touch hospitality environment.Luxury Guest ExperienceServe as the dedicated host and service leader for assigned guest floors, delivering thoughtful, personalized hospitality throughout each guest’s stayAnticipate guest needs through attentive observation, proactive communication, and refined service executionWelcome guests with warmth, professionalism, and discretion while creating an elevated arrival experienceBuild meaningful guest connections and act as a trusted point of contact during the stayResolve guest concerns promptly and gracefully, ensuring seamless service recovery and satisfactionFloor Operations & Room ReadinessConduct detailed inspections of stayover and vacant rooms to ensure luxury-level presentation, cleanliness, and readiness standardsPartner closely with Housekeeping to coordinate room turnover, prioritize arrivals, and maintain operational flowMonitor guest floor presentation, including corridors, service areas, and public-facing spacesEnsure timely tray removal, service follow-up, and attention to all floor appearance detailsReview minibar consumption and communicate updates accurately with the appropriate departmentsService CoordinationAct as the communication liaison between Front Desk, Housekeeping, Engineering, and Food & Beverage teams during daily operationsCoordinate guest requests and service delivery with urgency, professionalism, and attention to detailSupport VIP arrivals, special requests, celebrations, and personalized guest experiencesUtilize hotel systems and operational tools to ensure accurate communication and seamless executionMaintain strong awareness of arrivals, departures, room statuses, and guest preferences throughout the shiftLeadership & Professional PresenceDemonstrate leadership presence on the guest floors while supporting a culture of luxury service excellenceLead by example through professionalism, composure, and operational disciplineFoster strong cross-department collaboration and contribute to a positive team environmentSupport training, service consistency, and elevated hospitality standards across the Rooms DivisionMaintain confidentiality, discretion, and professionalism in all guest and team interactionsRequired ExperienceMinimum 1-2 years of leadership or supervisory experience within hotel operations preferredPrevious experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role strongly preferredIdeal opportunity for a first-time manager or emerging hospitality leaderLuxury hotel, lifestyle property, or high-touch hospitality experience preferredExperience working in fast-paced, guest-facing environments with elevated service expectationsProfessional QualitiesPassion for luxury hospitality and anticipatory guest serviceExceptional interpersonal and communication skills with a polished, professional presenceNatural ability to create personalized and memorable guest experiencesHighly detail-oriented with strong organizational and operational disciplineCalm, composed, and solution-oriented under pressureStrong emotional intelligence with the ability to recognize and respond to guest needs proactivelyAbility to multitask effectively while maintaining accuracy and service excellenceCollaborative mindset with the ability to work seamlessly across departmentsTechnical & Operational SkillsComfortable utilizing hotel systems, operational technology, and guest service platformsStrong understanding of luxury housekeeping standards, room readiness, and service coordinationAbility to prioritize responsibilities and adapt quickly to changing operational needsFlexible schedule availability, including evenings, weekends, and holidays as neededPhysical RequirementsAbility to stand and walk for extended periods throughout the shiftAbility to move throughout guest floors and hotel spaces frequently during daily operationsAbility to occasionally lift, push, pull, or carry items up to 25 poundsMust maintain a polished and professional appearance consistent with luxury hospitality standardsMedical, dental, & vision insuranceHealth Savings Account (HSA) and Flexible Spending Accounts (FSA)Basic Life and AD&D insuranceCompany-paid short-term disabilityPaid vacation time for full-time non-exempt associates beginning after 60 days of employmentVacation accrual increases based on years of servicePaid holidays, including Floating Community DayPaid sick time for eligible associatesBereavement leave and jury duty pay for eligible associatesEligible to participate in the Company’s 401(k) program with employer matchingEmployee Assistance Program (EAP) available 24/7 for associates and household membersTuition reimbursement and professional development opportunitiesMarriott Bonvoy Explore Rate hotel discountsSage Hospitality hotel and restaurant discountsEmployee Referral Bonus Program — earn up to $1,000 per referralUSD $53,000.00 - USD $55,000.00 /Yr.