Front Office Manager - Esme Hotel

Think Hospitality • Miami Beach, FL

15h • Onsite

About The Position

The Front Office Manager is responsible for overseeing various front office operations including guest registration, departures, PBX, reservations, and financial reporting. This role requires close collaboration with other departments to ensure efficient operations and the highest service standards for guests. A key aspect of the position is enhancing the guest experience by proactively engaging with guests, addressing their needs, and creating memorable stays through personalized service.

Requirements

• Excellent communication, interpersonal, and organization skills.
• Sense of ownership
• Guest-oriented mindset
• Strong leadership skills
• Integrity and professionalism
• Ability to develop the team through training and follow-ups
• Attention to detail
• Must be able to carry 10 lbs.
• Commitment to superior customer service and excellent customer service skills.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem-solving ability.
• Strong initiative and self-motivation.
• Fluency in job related English both verbal and non-verbal.
• An appreciation and respect for the diversity of all individuals in the workplace.
• Ability to handle pressure and work in a fast paced environment.
• Must be able to work days, evenings, and weekends as necessary.

Nice To Haves

• Guest experience manager preferred

Responsibilities

• Oversees the registration process, including inputting and retrieving information from the computer, confirming guest details, and assigning rooms.
• Issues room keys and confirms room number and rate with guests.
• Informs guests about hotel facilities and amenities and provides directions.
• Coordinates luggage delivery/retrieval with bell staff and car requests with valet.
• Oversees basic accounting procedures such as foreign currency exchange, cash handling, posting charges, and making adjustments.
• Reviews reports like credit limit, arrivals/departures, and discrepancy reports, and communicates relevant information.
• Communicates credit issues to revenue-generating departments.
• Projects a warm welcome, follows the 10-5 rule, and acknowledges waiting guests.
• Uses clear and positive communication, listens to understand requests, and provides appropriate actions and options.
• Communicates guest requests to the appropriate department.
• Handles guest complaints by conducting research, developing solutions, and negotiating results.
• Resolves guest dissatisfaction using empowerment within acceptable limits and consults with FO managers when necessary.
• Reviews departing guest folios and invites guests back.
• Makes reservations.
• Acts as a concierge, assisting guests with directions, transportation, and coordinating further accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed