Casa Faena Hotel Manager

Faena Hotels and Residences LLC•Miami Beach, FL

11d•Onsite

About The Position

The Hotel Manager of Casa Faena serves as the senior operational and cultural leader of Casa Faena and is fully responsible for the leadership, performance, guest experience, and day-to-day operation of the property. Casa Faena is an intimate and distinctive boutique hotel within the Faena District in Miami Beach, combining accommodations, food and beverage, indoor and outdoor dining, and gathering spaces to create a highly personalized hospitality experience. The Hotel Manager provides direct leadership and operational oversight across the property, with primary responsibility for Rooms Operations, including Front Office and Housekeeping, as well as the Front of House operations of Campo Casa Faena. Front of House restaurant leadership reports to the Hotel Manager. Beyond operational performance, the Hotel Manager serves as the culture champion for Casa Faena, bringing Faena's philosophy, values, creativity, and approach to hospitality to life through the employee and guest experience. The Hotel Manager is responsible for creating an environment in which employees understand the Faena culture, feel connected to the broader vision of the organization, and recognize their individual role in creating meaningful and memorable experiences. This position is accountable for operational excellence, financial performance, guest satisfaction, employee engagement, talent development, labor management, property standards, safety, regulatory compliance, and the overall execution of Faena's service and brand standards. As the leader of Casa Faena, the Hotel Manager is expected to maintain a highly visible presence throughout the property, develop strong leaders and teams, anticipate operational needs, resolve guest and employee concerns, and take complete ownership of the property's overall performance.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.
Minimum of 7 years of progressive hotel or hospitality leadership experience, with significant experience in luxury, lifestyle, boutique, or upscale hotel operations preferred.
Previous experience as a Hotel Manager, Director of Operations, Director of Rooms, Assistant General Manager, or comparable senior hotel operations role strongly preferred.
Demonstrated experience leading multiple hotel disciplines and managing leaders.
Strong Rooms Operations experience, including Front Office and Housekeeping.
Food & Beverage operational experience strongly preferred, particularly within a full-service restaurant or luxury/lifestyle hotel environment.
Demonstrated knowledge of hotel financial statements, budgeting, forecasting, labor management, productivity, and expense controls.
Strong understanding of luxury service standards, guest relations, and service recovery.
Experience managing employee performance and developing leaders.
Working knowledge of hotel property-management systems, point-of-sale systems, scheduling systems, and standard business applications.
Strong knowledge of safety, sanitation, and general hospitality compliance requirements.
Ability to work a flexible schedule based on business demands, including evenings, weekends, holidays, and extended hours when required.
Exceptional leadership and people-management capabilities.
Strong operational judgment and decision-making skills.
Ability to lead a complex operation while maintaining attention to detail.
Strong financial and business acumen.
Demonstrated ability to manage labor and productivity effectively.
Exceptional guest-relations and service-recovery skills.
Strong written and verbal communication skills.
Ability to coach, develop, motivate, and hold leaders accountable.
Highly organized with the ability to manage competing priorities in a fast-paced environment.
Proactive problem-solving approach and strong sense of ownership.
Ability to remain composed and decisive during challenging guest, employee, or operational situations.
Strong interpersonal skills and ability to build effective relationships across departments and levels of the organization.
Ability to balance the needs of guests, employees, and the business.
High degree of professionalism, discretion, integrity, and confidentiality.
Passion for luxury hospitality, food and beverage, art, culture, creativity, and creating memorable guest experiences.
Demonstrated ability to serve as a cultural leader and translate organizational values into the everyday employee and guest experience.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field
Significant experience in luxury, lifestyle, boutique, or upscale hotel operations
Previous experience as a Hotel Manager, Director of Operations, Director of Rooms, Assistant General Manager, or comparable senior hotel operations role
Food & Beverage operational experience, particularly within a full-service restaurant or luxury/lifestyle hotel environment

Responsibilities

Assume full day-to-day operational responsibility for Casa Faena and serve as the property's senior operational leader.
Provide leadership and direction across all areas of the property to ensure a seamless, consistent, and elevated guest experience.
Maintain a highly visible presence throughout the hotel and restaurant, actively engaging with guests, employees, and leaders.
Establish clear operating expectations and hold department leaders accountable for achieving service, financial, operational, cultural, and employee-related objectives.
Conduct regular property inspections to ensure guestrooms, public areas, restaurant spaces, terraces, back-of-house areas, and the overall physical property are maintained to Faena standards.
Ensure effective communication and collaboration among Front Office, Housekeeping, Food & Beverage, Culinary, Engineering, Security, Human Resources, Finance, Sales, Revenue Management, Reservations, and other supporting departments.
Serve as the primary operational point of escalation for significant guest, employee, or property matters.
Anticipate operational challenges and proactively implement solutions to protect the guest experience and business performance.
Ensure leadership coverage and effective management of the property across all operating periods, including evenings, weekends, holidays, and periods of high occupancy or business demand.
Support and execute property initiatives, activations, special events, VIP experiences, and other business priorities.
Provide direct leadership and oversight of the Rooms operation, including Front Office and Housekeeping.
Ensure arrival, departure, registration, room assignment, billing, guest request, luggage, concierge, and service recovery processes are executed efficiently and consistently.
Ensure Front Office employees deliver personalized, anticipatory, and engaging service reflective of Faena's standards and culture.
Monitor occupancy, arrivals, departures, VIPs, special requests, groups, room status, out-of-order rooms, and other daily operational considerations.
Ensure effective coordination between Front Office and Housekeeping to maximize room readiness and minimize guest wait times.
Oversee Housekeeping operations to ensure guestrooms, suites, public spaces, and assigned operational areas consistently meet established cleanliness, presentation, and maintenance standards.
Establish expectations for room inspections and ensure appropriate follow-up on deficiencies.
Partner with Engineering to identify, prioritize, and resolve guestroom and property maintenance concerns.
Review guest feedback and operational trends and implement corrective measures where recurring concerns are identified.
Monitor rooms-related labor, productivity, supplies, amenities, linen, and other operating expenses.
Ensure proper inventory controls, key controls, lost-and-found procedures, guest privacy practices, and departmental operating procedures are maintained.
Drive opportunities to enhance the guest journey from pre-arrival through departure.
Provide operational leadership and oversight of the Front of House operation of Campo Casa Faena, with restaurant Front of House leadership reporting directly to the Hotel Manager.
Ensure the restaurant experience is fully integrated with the overall Casa Faena guest experience and maintains Faena standards for service, hospitality, presentation, and ambiance.
Provide direction and accountability to restaurant Front of House leadership regarding daily operations, staffing, scheduling, service execution, training, employee performance, and guest satisfaction.
Maintain a visible leadership presence during key meal periods and high-volume business periods.
Monitor restaurant reservations, business levels, staffing, table utilization, service flow, guest feedback, and operational challenges.
Ensure Front of House staffing and scheduling are aligned with forecasted business levels while balancing service expectations and labor objectives.
Partner closely with Culinary leadership to ensure strong coordination between Front of House and Back of House operations.
Foster effective communication between restaurant and culinary leadership regarding service execution, menu knowledge, guest preferences, allergies, special requests, events, and operational priorities.
Ensure restaurant employees possess appropriate menu, beverage, service, and product knowledge.
Oversee service recovery and personally engage with guests when elevated intervention is appropriate.
Monitor restaurant revenue, labor, operating expenses, productivity, and other established performance indicators.
Identify opportunities to drive restaurant revenue, capture hotel guest business, enhance average spend, and strengthen the overall guest experience.
Ensure compliance with applicable food safety, sanitation, alcohol service, health, and workplace safety requirements.
Support the successful execution of restaurant programming, special events, activations, private dining, and other experiences hosted within Casa Faena.
Champion a culture in which personalized and anticipatory service is the responsibility of every employee.
Ensure Faena service standards and operating expectations are consistently understood and executed.
Engage regularly with guests to understand their experience and identify opportunities to exceed expectations.
Respond promptly and professionally to guest concerns and ensure appropriate service recovery.
Personally manage sensitive, complex, VIP, or escalated guest matters when appropriate.
Review guest feedback, surveys, online reviews, service audits, and other available guest experience measures.
Identify patterns in guest feedback and establish action plans to address opportunities for improvement.
Ensure guest preferences, special occasions, VIP information, and service opportunities are communicated effectively across departments.
Ensure all employees recognize the importance of discretion and protect guest privacy and confidentiality at all times.
Foster an environment in which employees are empowered to resolve reasonable guest concerns while maintaining appropriate operational controls.
Assume accountability for the financial and operational performance of Casa Faena.
Participate in the development and management of the property's annual budget, operating plan, forecasts, and financial objectives.
Review financial statements, forecasts, labor reports, departmental expenses, revenue performance, and other key business indicators.
Monitor revenues and expenses and implement appropriate actions to achieve established financial goals.
Ensure department leaders understand their budgets, financial responsibilities, and performance expectations.
Manage labor strategically based on occupancy, restaurant volume, events, business demand, and operational needs.
Identify opportunities to improve productivity and operating efficiency without compromising guest experience or service standards.
Monitor overtime, scheduling practices, staffing levels, and departmental productivity.
Maintain appropriate controls related to purchasing, inventory, supplies, cash handling, revenue controls, and other areas of financial exposure.
Partner with Finance and other leaders to investigate and resolve financial discrepancies or control concerns.
Identify revenue-generating opportunities across Rooms, Food & Beverage, experiences, events, and other areas of the operation.
Support Revenue Management and Sales strategies by providing operational insight into demand, guest behavior, property capabilities, and business opportunities.
Lead, inspire, coach, and develop the Casa Faena leadership team and employees.
Create a culture of accountability, collaboration, professionalism, inclusion, genuine hospitality, and pride in the Faena brand.
Ensure leaders maintain a visible and engaged presence within their respective operations.
Establish clear expectations and provide ongoing feedback regarding employee and leadership performance.
Participate in the recruitment, interviewing, selection, onboarding, and retention of property employees and leaders.
Partner with Human Resources regarding employee relations, performance management, corrective action, investigations, accommodations, leaves, and other employment matters.
Ensure performance concerns are addressed promptly, consistently, and in accordance with company policy.
Conduct and support performance evaluations, development discussions, and goal setting.
Identify high-potential employees and create development and succession opportunities.
Ensure departmental training is completed and employees possess the knowledge and skills required to perform their responsibilities successfully.
Conduct regular leadership and departmental meetings to communicate business priorities, operational expectations, guest feedback, cultural priorities, and property updates.
Promote effective communication across departments and shifts.
Monitor employee engagement, morale, attendance, turnover, and staffing trends and take appropriate action when concerns arise.
Recognize and reinforce employees who demonstrate Faena values and exceptional performance.
Ensure leaders appropriately administer company policies and maintain consistent standards across the property.
Maintain ownership of the overall condition, appearance, cleanliness, and functionality of Casa Faena.
Conduct routine inspections of guestrooms, corridors, lobby and public spaces, restaurant areas, terraces, restrooms, back-of-house areas, exterior spaces, and other property areas.
Partner closely with Engineering regarding preventive maintenance, repairs, life-safety systems, capital needs, and property improvement priorities.
Ensure maintenance issues affecting guest experience, safety, or revenue are appropriately prioritized and resolved.
Protect the physical assets, furnishings, equipment, design elements, and overall aesthetic integrity of the property.
Identify capital improvement needs and communicate recommendations to executive leadership.
Ensure operational equipment and supplies are maintained at appropriate levels and in proper working condition.
Ensure Casa Faena operates in accordance with company policies and applicable federal, state, and local requirements.
Promote a strong culture of workplace safety and accident prevention.
Ensure employees and leaders understand emergency procedures and their individual responsibilities during emergencies.
Partner with Security, Engineering, Human Resources, and other appropriate departments regarding accidents, incidents, workers' compensation matters, investigations, safety concerns, and emergency preparedness.
Ensure timely reporting and appropriate follow-up regarding guest and employee incidents.
Maintain awareness of applicable health, sanitation, fire, life-safety, accessibility, alcohol service, and other regulatory requirements.
Ensure appropriate security controls are maintained to protect guests, employees, company assets, confidential information, and the property.
Participate in emergency response and crisis management as required.
Partner with Sales, Revenue Management, Reservations, Marketing, and other commercial teams to support the property's revenue strategy.
Maintain awareness of occupancy, average daily rate, demand patterns, restaurant business, events, groups, VIPs, and other factors affecting the operation.
Support site visits, special events, group business, private dining, and other commercial opportunities as appropriate.
Ensure operational teams are prepared for group arrivals, special events, activations, VIP stays, and other significant business.
Support the positioning of Casa Faena as a distinctive boutique hospitality and dining destination within the Faena District.
Maintain a strong connection between Casa Faena and the broader Faena District, ensuring employees understand the experiences, amenities, dining, arts, entertainment, and services available to guests throughout the district.
Develop productive relationships with neighboring Faena operations and shared-service departments to ensure a seamless experience for guests throughout the district.
Serve as the culture ambassador for Casa Faena, consistently modeling the behaviors, professionalism, creativity, authenticity, and genuine hospitality expected of Faena leaders.
Bring Faena's vision and philosophy to life through daily leadership practices, employee interactions, operational decisions, and the guest experience.
Create an environment where employees understand that they are not simply completing tasks, but are contributing to an experience that is distinctly Faena.
Inspire employees to create meaningful, personalized, and memorable moments for guests through genuine human connection and thoughtful attention to detail.
Foster a culture of warmth, authenticity, creativity, collaboration, ownership, and excellence throughout the property.
Ensure that the intimate nature of Casa Faena is reflected in a highly personalized approach to hospitality, where guests are recognized as individuals and employees are encouraged to anticipate needs rather than simply respond to requests.
Maintain the unique identity and character of Casa Faena while ensuring alignment with the broader Faena District and Faena brand.
Reinforce the importance of storytelling, art, design, culture, culinary experiences, and human connection as integral components of the Faena experience.
Ensure leaders consistently communicate Faena's culture, expectations, and standards to their teams.
Incorporate Faena culture and service expectations into onboarding, departmental training, daily briefings, coaching conversations, performance discussions, and employee recognition.
Create opportunities for employees to understand Casa Faena's identity, history, spaces, experiences, restaurant, and relationship to the greater Faena District so they can confidently share the Faena story with guests.
Promote collaboration across departments and discourage operational silos, reinforcing that the guest experiences Casa Faena as one property and one team.
Build a leadership culture based on visibility, accessibility, accountability, respect, and genuine care for employees.
Encourage employees to take ownership of the guest experience and empower them to appropriately resolve concerns and create memorable moments.
Recognize and celebrate employees who exemplify Faena's culture and deliver exceptional experiences.
Maintain high expectations for professional appearance, communication, behavior, discretion, and conduct consistent with a luxury hospitality environment.
Protect the privacy and confidentiality of guests, recognizing the trust placed in Faena by its guests and community.
Partner with Human Resources and Learning & Development to reinforce culture, leadership expectations, employee engagement, recognition, training, and development initiatives.
Actively participate in Faena cultural initiatives, employee programs, celebrations, trainings, and property-wide activities.
Foster a sense of pride and belonging among Casa Faena employees and reinforce their connection to the broader Faena organization.
Lead with consistency and integrity, ensuring business decisions reflect both the operational needs of the property and the standards and values of Faena.
Perform other duties and responsibilities as assigned and to support the overall success of Casa Faena and Faena.