Front Office Manager

HEI Hotels & Resorts•Miami, FL

21h•Onsite

About The Position

HEI Hotels & Resorts welcomes Brickell Arch, a Luxury Collection Hotel, Miami, to its portfolio. This iconic hotel, overlooking Biscayne Bay and near Brickell’s financial and cultural district, offers a blend of sophistication and Miami vibrancy through its guest rooms, amenities, and service. HEI emphasizes that exceptional hotels are built by exceptional people, and its success is driven by its associates. The company is committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that fosters growth and excellence, investing in its associates to ensure they thrive. HEI encourages applications from all candidates, including those whose experience may not perfectly align with every qualification, and values U.S. military experience. The Front Office Manager is responsible for ensuring guest service standards for arrival, departure, and all guest interactions are met. This involves optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Requirements

Minimum of 2 years Front Desk experience, preferably in leadership role.
Proficient with PMS system.
Advanced knowledge of brand’s reward program.
Able to handle cash and credit transactions.
Computer literacy and financial management a must.
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
General knowledge of local area attractions and transportation.
Able to observe and detect signs of emergency situations.
Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
Able to establish and maintain effective working relationships with associates and customers.
Able to make sound business decisions and take action quickly based on previous experience and good judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
Implement company and franchise programs.
Prepare forecasts and reports and assist in the development of the room’s budget.
Monitor and maintain the front office systems and equipment to ensure their optimum performance.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Develop and implement controls for expense management.
Utilize labor management tools to schedule and control labor costs.
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
Ensure timely completion of performance appraisals.
Communicate both verbally and in writing to provide clear direction to staff.
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
Ensure all Front Office Quality Standards are complied with and are consistently applied.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
Regular attendance in conformance with the standards is essential to the successful performance of this position.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.

Benefits

Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield
Vision insurance programs through EyeMed
Vacation, Sick and Holiday programs
Pet insurance through the ASPCA
Supplemental, Spousal and Child Life insurance
Short and Long-Term Disability plans
401(k) Savings Plan with matching funds
Discounts through our 'YouDecide' and Hotel Room Discount programs
Market-leading compensation packages
Generous PTO and flex-time initiatives
Outstanding career development and advancement opportunities
Job-appropriate assets and resources
DailyPay, a voluntary benefit that allows associates access to their earnings when they want them