MANAGER

BCC Hospitality Services LLC • Miami, FL

2h

About The Position

The Guest Experience Manager manages the Guest Experience team to create authentic and memorable experiences that distinguish EAST Miami from other hotels. The role prioritizes guests throughout their journey and suits someone who enjoys meeting new people, making spontaneous positive impressions, and thinking creatively.

The manager oversees guest registration, checkout, and telephone service; monitors staff adherence to procedures; trains and directs front office staff and Guest Experience team members; ensures daily reports and forms are completed; coordinates with other departments and outside contacts to support service delivery; and handles guest complaints and inquiries courteously and efficiently.

Requirements

• At least 2 years of supervisor experience.
• Ability to work a flexible schedule, including weekends and holidays.
• Strong interpersonal and communication skills; outgoing and people-oriented.
• Excellent written and spoken English.

Nice To Haves

• Previous experience using HMS, HotSOS, or REX systems.
• Knowledge of the local area, roadways, and services.
• Proficiency in a second language; speaking more than one language is an advantage.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• Observe Guest Experience Hosts and ensure established procedures and policies are followed, including professional guest relations, identification and credit verification, and accurate posting, cash transactions, settlements, and deposits.
• Direct and train front office staff; assist with new-hire and ongoing training.
• Direct and assist Guest Experience team members and telecommunications staff with organizing breaks and completing work efficiently and on schedule.
• Ensure all necessary reports and forms are completed daily.
• Liaise with other departments and outside contacts to ensure excellent service delivery.
• Handle guest complaints and inquiries in a courteous and efficient manner.

Benefits

• Team canteen meals at a discount.
• Complimentary room nights at company hotels.
• Medical, dental, and vision benefits, along with annual medical check-ups.
• Discounts at company restaurants and bars.
• Discounted transportation passes and nearby parking.
• Annual paid Fun Leave.

What This Job Offers

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