Asst Front Office Manager

The Palms Hotel & Spa•Miami Beach, FL

67d•Onsite

About The Position

The Assistant Front Office Manager assists the Front Office Manager in directing and supervising the hotel’s front office operations to provide the highest standards of service. The role oversees guest registration, room assignments, checkout, cashiering, staff performance and training, and resolution of guest issues. It also supports policy implementation, service standards, guest satisfaction, shift handoffs, meetings, and associate timekeeping. The position is based at The Palms Hotel & Spa, a beachfront resort in Miami Beach with 247 guest rooms and suites, dining, spa, pool, beach, and event facilities. The hotel describes its operations as focused on wellness, sustainability, and personalized service. It operates seven days a week, 24 hours a day, and shifts may be rescheduled to meet business needs. The role requires adaptability to changing operational demands and includes standing and walking for most of the work time, occasional lifting of 10–20 pounds, and possible exposure to temperature fluctuations, noise, dust, odors, lights, or inclement weather.

Requirements

Two years as a front desk agent or in a hotel or resort supervisory role, or an equivalent combination of education and experience.
Hotel experience required.
High school diploma; college education preferred.
Proficiency in English.
Excellent verbal and written communication skills.
Strong leadership skills and ability to train and motivate staff.
Ability to work well in a team, independently, and as a leader.
Ability to handle multiple tasks in a fast-paced, changing environment and to prioritize assignments.
Excellent time management, planning, coordination, and organizational skills, with attention to follow-up.
Creative problem-solving skills and ability to evaluate alternatives and quickly choose a course of action.
Strong customer-service orientation, people skills, listening skills, and professional manner.
Ability to maintain a courteous, friendly, and professional demeanor and appearance.
Ability to promote teamwork and a can-do attitude among team members and across departments.
Ability to adapt to changing operational demands and rescheduled shifts.
Able to stand and walk for most of the work time and lift moderate weights of 10–20 pounds.

Nice To Haves

A second language is an asset.
Previous front desk experience preferred.
College education preferred.

Responsibilities

Manage front desk operations, including guest registration, room assignments, and checkout procedures.
Monitor and evaluate front office staff performance.
Monitor cash handling, billing, cashiering, and bill-adjustment procedures.
Represent property management in resolving guest issues and making front-office-related decisions.
Assign rooms to VIP guests and monitor amenities.
Mentor, train, coach, and discipline front office staff; interview potential front office staff.
Identify and resolve issues and drive improvements to maintain operational standards.
Anticipate and improve guest satisfaction, and manage difficult service situations.
Monitor, track, and respond proactively to guest comments and feedback.
Ensure team members are enabled to follow guidelines and service standards.
Collaborate with the Front Office Manager or Director to develop, implement, train, and monitor hotel policies.
Manage shift transfers and proactively disseminate information.
Lead and facilitate front office meetings and participate in departmental meetings.
Manage associate time cards using the Paycom system.
Maintain customer service and guest satisfaction according to hotel standards.
Attend meetings and training related to the front desk.
Ensure compliance with health and sanitation policies, fire, safety, and security procedures, and sustainability guidelines under the Inspired by Nature Program.