Margaux Delacroix

Profile

Certified Les Clefs d'Or concierge with 11 years of front-of-house experience in Forbes Five-Star and AAA Five-Diamond luxury hotels. Specializes in VIP guest relations, bespoke itinerary design, and cross-departmental service coordination for properties generating $40M+ in annual revenue. Consistently maintains guest satisfaction scores above 96% and has built a vendor network spanning 200+ curated Miami and South Florida partners.

Work Experience

Head ConciergeMar 2019 - Present

The Biscayne Grand Hotel & Residences, Miami, FL

Directed a 6-person concierge team serving 320 rooms and 48 private residences, raising department NPS from 88 to 97 within 18 months by redesigning guest intake protocols
Negotiated preferred-partner agreements with 40+ local restaurants, charter operators, and cultural venues, generating $180,000 in annual referral revenue for the hotel
Designed and executed a VIP arrival program for 300+ ultra-high-net-worth guests annually, reducing complaint escalations to the GM by 62% year-over-year

Senior ConciergeJun 2015 - Feb 2019

Palmetto Bay Resort & Spa, Key Biscayne, FL

Managed daily concierge operations for a 240-key AAA Five-Diamond resort, personally handling 50–70 guest requests per shift during peak season with zero logged service failures
Launched a curated 'Hidden Florida' experience package that sold 420 bookings in its first year and contributed $95,000 in incremental ancillary revenue
Mentored 3 junior concierges who each advanced to senior roles within 24 months, reducing department turnover by 35%

ConciergeAug 2012 - May 2015

Hotel Meridian Coral Gables, Coral Gables, FL

Responded to an average of 120 daily guest inquiries via phone, email, and in-person desk, achieving a 4.9/5.0 personal service rating across 1,200+ post-stay surveys
Coordinated logistics for 15+ high-profile corporate events annually, including transportation, dining, and entertainment for groups of up to 200 attendees
Built and maintained a proprietary local vendor database of 150 contacts, cutting average guest request fulfillment time from 22 minutes to 9 minutes

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