Front Office Manager

HEI Hotels and Resorts•Miami, FL

About The Position

The Front Office Manager ensures guest service standards for arrival, departure, and other guest interactions through effective training, staffing, labor supervision, operating-supply management, and monitoring of guest-service feedback. The role oversees front-office operations and staff, supports hotel financial and revenue goals, and coordinates with other departments to promote guest satisfaction. The position requires regular attendance and may include other job-related duties as assigned.

Requirements

At least 2 years of front-desk experience; leadership experience preferred.
Proficiency with a property management system (PMS).
Advanced knowledge of the brand’s rewards program.
Ability to handle cash and credit transactions.
Computer literacy and financial-management ability.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
General knowledge of local attractions and transportation.
Ability to observe and detect signs of emergencies and remain calm and alert during emergencies or heavy hotel activity.
Working knowledge of federal, state, and local laws concerning equal employment opportunity, civil rights, occupational safety and health, wage and hour issues, and labor relations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act promptly using experience and judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, business plans, repairs and maintenance, budget forecasting, quality assurance, hospitality law, and long-range planning.
Effective verbal and written communication skills, with the ability to adapt communication style to different audiences.

Nice To Haves

Front-desk leadership experience preferred.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the rooms budget.
Monitor and maintain front-office systems and equipment.
Track guest-satisfaction surveys and use the guest-response tracking system effectively.
Develop and implement expense-management controls.
Use labor-management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and communicate with staff; resolve problems and recommend discipline or termination when appropriate.
Ensure timely completion of performance appraisals.
Provide clear direction to staff verbally and in writing.
Interact positively with customers and resolve problems to maintain customer satisfaction and service quality.
Ensure compliance with front-office, guest-service, and PBX procedures and policies, including Front Office Quality Standards.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Assist with daily room-inventory maintenance to balance revenue goals and guest expectations.
Resolve complaints and monitor complaints, operational issues, business flow, and associate performance to anticipate problems and maintain service quality.
Build relationships with the sales team and implement strategies to improve occupancy and revenue.
Maintain regular attendance and perform other job-related duties as assigned.