Front Desk Manager

Marriott Hotels Resorts•Miami, FL

5d•$55,000 - $65,000

About The Position

The Dual Property Front Office Manager is responsible for the overall leadership, strategic direction, and efficient operation of the Front Desk, Guest Services, and related guest-facing functions at both Element Doral and Aloft Doral. This role ensures exceptional guest satisfaction, operational excellence, and Marriott brand compliance across two distinct lifestyle properties.

Requirements

Minimum 2–3 years of Front Office leadership experience (Supervisor or Manager level), preferably within Marriott brands.
Proficiency in Marriott systems including Lightspeed (PMS), GXP, and MGS platforms.
Strong understanding of guest satisfaction metrics and elite loyalty program requirements.
Outstanding leadership, communication, and conflict-resolution skills.
Ability to manage operations across two hotels simultaneously.
Flexible availability, including weekends and holidays.

Nice To Haves

Experience managing dual property operations or multi-unit hotel clusters.
Familiarity with Element and Aloft brand standards.
Bilingual (English/Spanish) strongly preferred.
Knowledge of additional systems such as HotSOS, MI Portal, and Mobile Key platforms.

Responsibilities

Oversee daily Front Office operations for both properties, ensuring seamless guest service delivery.
Maintain lobby presence during peak hours to support staff and engage guests.
Manage scheduling and staffing for both hotels based on business needs.
Monitor room inventory, rate strategies, and forecasts in coordination with Revenue Management.
Uphold all Marriott brand standards, SOPs, and quality assurance requirements.
Handle VIP arrivals, elite guest experiences, and special requests with personalized attention.
Lead guest recovery efforts and ensure timely follow-up through GXP and internal communication channels.
Drive a strong guest-service culture through coaching, recognition, and accountability.
Recruit, hire, train, and develop all Front Desk, Guest Services, and Night Audit staff across both locations.
Conduct regular performance evaluations, deliver feedback, and create development plans.
Foster a positive and productive work environment that encourages teamwork and growth.
Manage departmental budgets, payroll, and labor costs efficiently.
Review expenses, approve invoices, and participate in monthly financial reviews.
Oversee cash handling, credit card compliance, and daily financial procedures.
Enforce hotel safety protocols and ensure both properties adhere to loss prevention standards.
Train staff on emergency procedures and maintain compliance with all policies.
Work closely with Housekeeping, Engineering, Sales, and F&B to ensure operational alignment.
Attend leadership meetings and support property initiatives as assigned.