Front Office Manager

Collins Court South Beach•Miami Beach, FL

14d

About The Position

The Front Office Manager oversees Guest Services, Concierge, and Uniformed Services/Transportation. The role ensures attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The manager leads and develops Guest Services personnel, oversees staffing, training, payroll, and scheduling, monitors front-office operations and performance, and coordinates with other hotel departments. The role also handles guest concerns, supports forecasting and revenue management, ensures compliance with Highgate Hotel procedures and policies, and maintains service standards, safety, and accurate front-desk transactions.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and at least 3 years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Exceptional customer service skills.
Proficiency in Windows and Microsoft Office.
Ability to work long hours when required.
Warm and friendly demeanor.
Effective verbal and written communication 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 evaluate complex information and data from various sources to meet objectives.
Ability to maintain confidentiality.

Responsibilities

Respond to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house counts, and reviewing selling status, flash reports, and allowances.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program and coverage as scheduled or required.
Review Guest Services staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules in accordance with business forecasts, payroll budgets, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for Purchase Orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast on time according to Highgate Hotel S.O.P.'s.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow Highgate Hotel S.O.P.'s for its use.
Ensure staff greet and welcome guests at the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Implement Highgate Hotel policies and house rules and understand hospitality terms.
Ensure Guest Services staff sign off on all Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate ongoing implementation of the Highgate Hotel service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees provide attentive, friendly, helpful, and courteous service to guests, managers, and other employees.
Maintain and monitor Lost and Found procedures and the key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus Guest Services on its contribution to Guest Service and audit scores.
Monitor V.I.P.s, special guests, and requests.
Maintain required par levels of front-office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit, along with the Front Office log book and Guest Request log.
Attend required hotel meetings and training.
Maintain regular attendance, high standards of personal appearance and grooming, and compliance with hotel standards and regulations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Maintain confidentiality of information.
Perform other duties as requested by management.

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 (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
Location-specific paid holidays, vacation, and sick or safe leave provisions for employees in Washington, Colorado, and California