Manager

BCC Hospitality Services•Miami, FL

21d

About The Position

The Guest Experience Manager manages the Guest Experience team to create authentic and memorable guest experiences that distinguish EAST Miami from other hotels. The role prioritizes guests throughout their stay and is suited to someone who enjoys meeting people, making spontaneous connections, and thinking creatively. The manager oversees guest registration, checkout, telephone service, and front-office procedures; directs and trains staff; coordinates team work and breaks; ensures daily reports and forms are completed; liaises 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 supervisory experience.
Able to work a flexible schedule, including weekends and holidays.
Strong interpersonal and communication skills; outgoing and people-oriented.
Excellent command of written and spoken English.

Nice To Haves

Proficiency in a second language.
Previous experience with HMS, HotSOS, or REX systems.
Knowledge of the local area, roadways, and services.
Speaks more than one language.

Responsibilities

Ensure efficient guest registration, checkout, and telephone service.
Observe Guest Experience Hosts and ensure procedures are followed in accordance with policy, including courteous and professional guest service, proper identification and credit establishment, and correct posting, cash transactions, account 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 in organizing breaks and ensuring work is completed efficiently and on schedule.
Ensure all necessary reports and forms are completed daily.
Liaise with other departments and necessary outside contacts to ensure excellent service delivery.
Handle guest complaints and inquiries in a courteous and efficient manner.