Guest Experience Floor Manager - The Ben Hotel, Autograph Collection

Why us?

At The Ben, West Palm Beach, every detail is intentional. Inspired by the legendary Byrd “Birdie” Dewey and her famed BenTrovato 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 experiences:

• The 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.

Job Overview

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.

Responsibilities

• Serve as the dedicated host and service leader for assigned guest floors, delivering thoughtful, personalized hospitality throughout each guest’s stay
• Anticipate guest needs through attentive observation, proactive communication, and refined service execution
• Welcome guests with warmth, professionalism, and discretion while creating an elevated arrival experience
• Build meaningful guest connections and act as a trusted point of contact during the stay
• Resolve guest concerns promptly and gracefully, ensuring seamless service recovery and satisfaction

• Conduct detailed inspections of stayover and vacant rooms to ensure luxury-level presentation, cleanliness, and readiness standards
• Partner closely with Housekeeping to coordinate room turnover, prioritize arrivals, and maintain operational flow
• Monitor guest floor presentation, including corridors, service areas, and public-facing spaces
• Ensure timely tray removal, service follow-up, and attention to all floor appearance details
• Review minibar consumption and communicate updates accurately with the appropriate departments

• Act as the communication liaison between Front Desk, Housekeeping, Engineering, and Food & Beverage teams during daily operations
• Coordinate guest requests and service delivery with urgency, professionalism, and attention to detail
• Support VIP arrivals, special requests, celebrations, and personalized guest experiences
• Utilize hotel systems and operational tools to ensure accurate communication and seamless execution
• Maintain strong awareness of arrivals, departures, room statuses, and guest preferences throughout the shift

• Demonstrate leadership presence on the guest floors while supporting a culture of luxury service excellence
• Lead by example through professionalism, composure, and operational discipline
• Foster strong cross-department collaboration and contribute to a positive team environment
• Support training, service consistency, and elevated hospitality standards across the Rooms Division
• Maintain confidentiality, discretion, and professionalism in all guest and team interactions

Qualifications

• Minimum 1–2 years of leadership or supervisory experience within hotel operations preferred
• Previous experience as a Front Desk Supervisor, Rooms Controller, Housekeeping Supervisor, or similar Rooms Division leadership role strongly preferred
• Ideal opportunity for a first-time manager or emerging hospitality leader
• Luxury hotel, lifestyle property, or high-touch hospitality experience preferred
• Experience working in fast-paced, guest-facing environments with elevated service expectations

• Passion for luxury hospitality and anticipatory guest service
• Exceptional interpersonal and communication skills with a polished, professional presence
• Natural ability to create personalized and memorable guest experiences
• Highly detail-oriented with strong organizational and operational discipline
• Calm, composed, and solution-oriented under pressure
• Strong emotional intelligence with the ability to recognize and respond to guest needs proactively
• Ability to multitask effectively while maintaining accuracy and service excellence
• Collaborative mindset with the ability to work seamlessly across departments

• Comfortable utilizing hotel systems, operational technology, and guest service platforms
• Strong understanding of luxury housekeeping standards, room readiness, and service coordination
• Ability to prioritize responsibilities and adapt quickly to changing operational needs
• Flexible schedule availability, including evenings, weekends, and holidays as needed

• Ability to stand and walk for extended periods throughout the shift
• Ability to move throughout guest floors and hotel spaces frequently during daily operations
• Ability to occasionally lift, push, pull, or carry items up to 25 pounds
• Must maintain a polished and professional appearance consistent with luxury hospitality standards

Benefits

• Medical, dental, & vision insurance
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Basic Life and AD&D insurance
• Company-paid short-term disability
• Paid vacation time for full-time non-exempt associates beginning after 60 days of employment
• Vacation accrual increases based on years of service
• Paid holidays, including Floating Community Day
• Paid sick time for eligible associates
• Bereavement leave and jury duty pay for eligible associates
• Eligible to participate in the Company’s 401(k) program with employer matching
• Employee Assistance Program (EAP) available 24/7 for associates and household members
• Tuition reimbursement and professional development opportunities
• Marriott Bonvoy Explore Rate hotel discounts
• Sage Hospitality hotel and restaurant discounts
• Employee Referral Bonus Program — earn up to $1,000 per referral

Salary