Front Office Director

The Elser Hotel & Residences - Miami • Miami, FL

5d • Onsite

About The Position

The Director of Front Office is responsible for overseeing Guest Services, Valet, and Front Desk operations, ensuring attentive, friendly, efficient, and courteous service while maximizing room revenue and productivity. The role develops managers and employees and serves as a liaison to leased restaurant and retail operations based in the hotel. The position is at The Elser Hotel & Residences, a 49-story luxury condominium hotel in Downtown Miami with 646 furnished rooms/residences, curated amenities, and retail space.

Requirements

• At least 6 years of progressive experience in a hotel or related field; alternatively, a 4-year college degree and at least 2 years of related experience, or a 2-year college degree and 4 or more years of related experience.
• Previous Front Office management experience is required.
• Proficiency in MS Excel and MS Word.
• Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems by anticipating, preventing, identifying, and resolving them.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to maintain confidentiality.
• Must attend required hotel meetings and training.
• Must maintain regular attendance as required by hotel scheduling needs.
• Must maintain high standards of personal appearance and grooming.
• Must comply with hotel standards and regulations to support safe and efficient operations.

Responsibilities

• Oversee Guest Services, Valet, and Front Desk operations and ensure high-quality guest service.
• Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline assigned personnel according to hotel standards.
• Conduct front-of-house interviews, follow hiring procedures, support recruiting, and ensure managers follow interviewing and hiring standards.
• Develop employee morale and ensure training for Rooms Division personnel.
• Maintain professional working relationships and open communication with managers, employees, and other departments.
• Implement Highgate Hotel policies, house rules, service standards, and standard operating procedures.
• Ensure Rooms Division managers complete Service Standards by Position competencies and monitor hourly staff training checklists.
• Monitor oversold dates to maximize room revenue.
• Tour rooms operating departments, greet employees, and solicit feedback.
• Attend daily and monthly meetings and conduct weekly meetings, including a monthly financial review.
• Monitor expenses, control costs, and maximize profit using checkbook accounting.
• Conduct public-area and guestroom walkthroughs to verify cleanliness and maintenance standards.
• Coordinate renovations, capital expenditures, equipment changeovers, and other major projects.
• Conduct performance reviews and ensure managers administer employee reviews according to standards.
• Monitor labor expenses through schedule approval and ensure budgeted productivity.
• Develop department heads for succession by addressing their development needs.
• Prepare the Rooms Division annual budget, communications, and other income.
• Participate in the scheduled Manager on Duty program and provide coverage as required.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor Synergy MMS operation and ensure appropriate follow-up to requests.
• Assist with revenue and occupancy forecasting.
• Communicate efficiently and professionally with hotel staff.
• Coordinate implementation of the Highgate Hotel service philosophy.
• Stay informed about corporate marketing programs and ensure staff understand and implement them.
• Monitor VIPs and special guests.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

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