Front Desk Manager

Sheraton Miami Airport Hotel • Miami, FL

72d

About The Position

The Front Desk Manager is responsible for managing front desk operations to ensure that staff meets company operational standards while providing the highest level of guest service. This role includes overseeing all front office operations in the absence of the Assistant General Manager and remaining an active participant at the front desk, which includes checking in/out guests, preparing bills, and handling guest requests. The Front Desk Manager will also resolve guest complaints and concerns, respond to brand Guest Alerts, and work towards increasing guest satisfaction scores.

Requirements

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.

Responsibilities

• Interview, select, train, schedule, coach and support associates.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Check in/out guests, prepare bills, and handle guest requests.
• Resolve guest complaints and concerns by conducting thorough research.
• Respond to brand Guest Alerts for resolution as needed.
• Work towards increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other guest interaction activities.
• Assist in hotel food and beverage when needed.
• Monitor front office financial operations and ensure compliance with accounting controls.
• Assist in development, implementation and monitoring of department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff accordingly.
• Ensure front office supplies and merchandise are fully stocked.
• Work with the Sales office to ensure group resumes and rooming lists are maintained.
• Monitor occupancy of guest room space to ensure efficient use.
• Follow sustainability guidelines related to HHM’s EarthView program.
• Practice safe work habits and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree