Rooms Manager

The Moore•Miami, FL

1d•Onsite

About The Position

The Rooms Manager is responsible for the leadership, performance, service delivery, financial discipline, and day-to-day operation of the Hotel rooms division at The Moore. Reporting to the Assistant General Manager, Hotel & Workplace, the Rooms Manager directly oversees Front Office, Concierge, Housekeeping, guestroom operations, and public-area operations for the 15-suite Hotel. This is a highly visible, hands-on leadership role responsible for ensuring the complete guest journey - from reservation and pre-arrival planning through arrival, stay, departure, and post-stay follow-up - is executed with The Moore’s standards of luxury hospitality, personalization, professionalism, presentation, responsiveness, and attention to detail. The Rooms Manager is accountable for ensuring Front Desk, Concierge, Room Attendants, and Public Area Attendants consistently execute established job responsibilities, AM/PM/Overnight checklists, SOPs, pass-ons, logs, reports, financial controls, room standards, and service expectations. The Rooms Manager owns the management outcome while developing supervisors and team members to fully own their assigned responsibilities.

Requirements

Minimum 3-5 years of progressive luxury hotel, boutique hotel, private club, or comparable hospitality operations experience, including supervisory or management responsibility.
Demonstrated experience in Front Office operations; meaningful Housekeeping/rooms-division oversight strongly preferred.
Experience with reservations, revenue management fundamentals, forecasting, room inventory, budgets, financial controls, payroll/labor management, and operational reporting.
Strong working knowledge of hotel PMS and distribution systems; Opera and SynXis experience strongly preferred.
Familiarity with MICROS, guest engagement platforms, OTAs, concierge systems, and related Hotel technology is advantageous.
Proven ability to lead hourly teams and supervisors, establish accountability, coach performance, and maintain high standards in a hands-on environment.
Exceptional guest service, judgment, communication, organization, attention to detail, problem-solving, and follow-through.
Ability to interpret operational and financial reports and translate findings into action.
Ability to handle confidential information, sensitive guest matters, emergencies, and service recovery with discretion and professionalism.
Flexible availability, including evenings, weekends, holidays, and Manager-on-Duty coverage based on business needs.
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred, or equivalent relevant professional experience.

Responsibilities

Provide direct leadership and operational oversight of the 15-suite Hotel, including AM, PM, and Overnight Front Desk operations. Ensure consistent execution of reservations, pre-arrival preparation, room assignments, check-in/check-out, guest messaging, keys, deposits, billing, folios, transportation, packages, luggage, guest requests, and shift handoffs.
Ensure all Front Desk and Hotel departmental checklists, pass-ons, logs, audits, reports, and SOPs are completed accurately, consistently, and on time; review exceptions and address recurring deficiencies.
Maintain a visible management presence in guest-facing areas and ensure the Front Desk, lobby, guest corridors, entrances, and support areas meet established cleanliness, organization, ambiance, and presentation standards.
Ensure the Front Desk and Concierge teams maintain accurate awareness of arrivals, departures, in-house guests, VIPs, events, reservations, special requests, and daily operational priorities.
Ensure package, luggage, coat, lost-and-found, radio, key, and other required operational logs are accurately maintained and followed through.
Directly oversee Room Attendants and Public Area Attendants and ensure guestrooms, public areas, corridors, guest-facing spaces, and Hotel support areas consistently meet established cleanliness and presentation standards.
Ensure effective daily coordination between Front Desk and Housekeeping regarding arrivals, departures, room status, priority rooms, early arrivals, late departures, turndown, maintenance needs, special requests, and room readiness.
Ensure guestroom inspections, room status accuracy, turndown, minibar, laundry, linen, lost & found, deep cleaning, preventative care, and related room operations are properly executed and documented.
Ensure minibar and laundry activity is accurately recorded and posted to guest folios in a timely manner and discrepancies are resolved.
Proactively identify guestroom and public-area maintenance deficiencies and coordinate corrective action with Engineering and other departments through completion.
Maintain room readiness and quality standards so rooms are released accurately, on time, and only when they meet The Moore’s expectations.
Oversee the complete guest journey from pre-arrival through departure and post-stay follow-up, ensuring personalized, polished, discreet, and responsive service.
Lead the Chef Concierge and Front Desk team in managing guest preferences, amenities, special occasions, restaurant and activity reservations, transportation, packages, in-room dining coordination, and other concierge needs.
Ensure VIPs, repeat guests, members, special occasions, and high-profile arrivals are identified in advance and appropriately planned, communicated, recognized, and followed up.
Personally handle or oversee escalated guest concerns, complaints, and service recovery; authorize appropriate solutions within established management guidelines and escalate material matters when required.
Review guest feedback and recurring service issues, identify trends, and implement corrective actions, training, and service improvements.
Ensure guest profiles, preferences, requests, incidents, and relevant notes are accurately maintained in applicable systems.
Support the Assistant General Manager and General Manager in managing occupancy, ADR, RevPAR, forecasting, room inventory, rate strategy, upselling, and rooms revenue performance.
Oversee reservation accuracy, availability, room inventory, routing, deposits, cancellations, no-shows, rate integrity, packages, special requests, and third-party reservations.
Monitor accurate operation of Opera, SynXis, Booking.com, Expedia, Mr & Mrs Smith, and other applicable reservation and distribution channels.
Ensure third-party reservations, VIP program benefits, notes, routing, rates, and guest expectations are correctly reflected in the PMS and communicated to the operating team.
Review booking pace, reservation statistics, cancellations, no-shows, rate variance, room inventory, and other rooms revenue indicators and communicate risks or opportunities to the AGM and GM.
Drive appropriate upselling and revenue-enhancement opportunities while protecting the guest experience and rate integrity.
Partner with the AGM, GM, and Finance on Hotel budgets, forecasts, daily revenue, expenses, invoices, payroll, labor productivity, commissions, purchasing, month-end requirements, and rooms financial performance.
Ensure accurate completion and review of Hotel financial controls and reports, including credit limits, deposits, payment routing, house accounts, no-show/cancellation charges, folio postings, trial balance, rate variance, reservation reports, and other established reports.
Ensure cash and credit-card activity, guest balances, deposits, billing, folios, minibar/laundry charges, commissions, and other Hotel financial activity are accurately controlled and discrepancies are promptly resolved or escalated.
Review labor scheduling and productivity against occupancy, business levels, service requirements, and budget.
Identify responsible cost-control and revenue-enhancement opportunities without compromising luxury service or the guest experience.
Ensure operational proficiency, access, accuracy, and proper use of applicable Hotel systems, including Opera, MICROS, Text Request, Intelity, Canva, PeopleVine, Booking.com, Expedia, Mr & Mrs Smith, SynXis, OpenTable, SevenRooms, Tripleseat, Sonos, key systems, tablets/iPads, and other Hotel technology.
Ensure team members use systems consistently, protect guest and business information, maintain accurate profiles and notes, and escalate technology issues promptly.
Ensure required daily communications, operational reports, guest lists, arrivals/departures information, room status, and property updates are accurate and distributed according to established procedures.
Lead, coach, develop, and hold accountable the Front Desk Supervisor, Chef Concierge, Front Desk Hosts, Room Attendants, Public Area Attendants, and other assigned Hotel team members.
Oversee staffing levels, scheduling, attendance, timekeeping, labor productivity, recruitment, interviewing, onboarding, training, cross-training, performance reviews, coaching, corrective/disciplinary action, and succession planning in partnership with the AGM, GM, and Human Resources.
Ensure supervisors and team members understand and consistently execute their job responsibilities, checklists, SOPs, service standards, communication requirements, and deadlines.
Promote a culture of luxury hospitality, accountability, professionalism, teamwork, communication, ownership, discretion, and attention to detail.
Ensure grooming, uniform, conduct, radio, communication, and service standards are consistently followed.
Develop the Front Desk Supervisor and Chef Concierge to effectively lead their areas and resolve routine matters at the appropriate level.
Ensure AM, PM, and Overnight Front Desk checklists are completed accurately every day and that required shift responsibilities are not missed or carried forward without appropriate communication.
Verify completion and accuracy of required pass-ons, operational reports, financial reports, package and radio logs, room status information, guest communications, and other established controls.
Ensure Overnight procedures, including Opera End of Day and applicable reports, deposits, routing, no-show/cancellation handling, room assignments, and morning handoff requirements, are properly executed.
Review exceptions, incomplete tasks, discrepancies, and recurring misses; coach or correct the responsible team member and implement sustainable solutions.
Maintain management awareness across all shifts rather than relying solely on reported completion.
Serve as Manager on Duty and Hotel operational leader as scheduled, including evenings, weekends, holidays, and periods when the AGM or GM is unavailable.
Respond to guest escalations, staffing challenges, security or safety concerns, medical situations, outages, technology failures, room issues, and other operational disruptions with sound judgment and urgency.
Coordinate with Security, Engineering, Food & Beverage, Club, and other departments during incidents and ensure required documentation, communication, escalation, and follow-up are completed.
Exercise delegated authority for guest compensation, room moves/upgrades, staffing decisions, emergency decisions, purchasing, and other Hotel operational matters within established guidelines.
Maintain strong working relationships with Food & Beverage, Club, Engineering, Security, Events, Finance, Membership, IT, and other departments to ensure a seamless Hotel guest experience.
Coordinate Hotel-owned minibar and in-room dining operations with applicable Food & Beverage and Finance partners while maintaining ownership of the guest-facing execution and accurate posting.
Attend Daily OPS and other operational or leadership meetings as required and communicate Hotel priorities, VIPs, events, staffing concerns, maintenance matters, and operational needs.
Ensure information affecting Hotel operations is communicated to the appropriate team members and resulting action items are followed through.
Oversee Hotel preparation for ownership/leadership visits, VIPs, groups, special events, and significant property activity.
Maintain timely, accurate, and proactive communication with the Assistant General Manager and General Manager regarding Hotel performance, staffing, guest concerns, incidents, financial matters, risks, and priorities.
Escalate urgent or significant matters immediately rather than waiting for scheduled meetings or reports.
Support budgets, forecasts, audits, strategic initiatives, process improvements, projects, and other Hotel business priorities.
Provide leadership continuity for Hotel operations when senior leadership is unavailable and make appropriate decisions within delegated authority.
Perform additional duties, projects, initiatives, and operational responsibilities as assigned by the Assistant General Manager, General Manager, and/or senior management.