Front Office Manager
- Miami Beach, FL
- Permanent
- Full-time
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
- Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
- Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
- Supervise all guest services department managers.
- Review correspondence from guests and incident logs and direct staff according to information obtained.
- Oversee all vendor and personnel contracts throughout the hotel.
- Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
- Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
- Provide daily operational direction to maintain service excellence for guests and employees
- Resolve guest concerns promptly and professionally, accommodating special requests and providing accurate information about hotel services and amenities
- Coordinate arrivals, departures, and billing; review daily arrivals for proper handling of VIPs, return guests, and groups
- Ensure adherence to all financial and credit procedures, reviewing transactions and approvals for accuracy
- Act decisively in guest or employee safety, security, and wellbeing matters, especially when senior managers are unavailable
- Lead strategic hotel projects as assigned
- Follow sustainability guidelines and practices related to HHM’s EarthView program.
- Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
- Perform other duties as requested by management.
- Associate’s or Bachelor’s degree preferred.
- 2 to 5 years hospitality related experience.
- Outstanding communication and organizational skills
- An entrepreneurial mindset
- A passion for exceptional service and a desire to grow within the hospitality industry
- Proficiency in OPERA PMS
- Creative and energetic
- The highest level of integrity and work ethic
- Marriott experience and GXP knowledge preferred
- Work schedule varies and may include working on holidays and weekends.
- Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.