Assistant Front Office Manager

The National Hotel; Miami Beach (FL); On-site; USD 48,000 - 56,000; Full time

Benefits offered by this job

401(k)

Medical, Dental, Vision

Complimentary parking

Complimentary meals

Vacation time

Life insurance

Paid time off

Career growth

Job summary

The National Hotel in Miami Beach, FL, is seeking a Front Office Supervisor to manage daily front desk operations and guest services in a fast-paced luxury environment.

Responsibilities include staff training, scheduling, handling guest inquiries/complaints, SOP compliance, and collaboration with other departments to ensure exceptional guest experiences.

Ideal candidates have 2–3 years of supervisory hospitality experience and a High School diploma or GED.

Qualifications

• High School diploma or GED required.
• hospitality experience preferred in a five-star international hotel.
• 2–3 years of Front Desk/guest services supervisory/management experience with knowledge of Front Desk and Reservations systems.

Responsibilities

• Assist the Front Office Manager in directing and supervising the front office operation, including front desk, Bell staff, and PBX.
• Ensure Standard Operating Procedures are followed and provide high-level, courteous service.
• Hire, train, schedule and supervise team members.
• Oversee daily front desk operations, check-ins/outs, and guest requests.

Skills

Customer service

Communication

Team leadership

Multitasking

Professional demeanor

Education

High School diploma or GED

Tools

Front desk software

Reservations system

PBX knowledge

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Miami Beach, FL, US

Salary: $52,000.00 Annually

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:

All duties and responsibilities are to be performed in accordance with the National Hotel quality of service standards, and policies and procedures. Associates will be required to learn other functions in an effort to attain cross training skill sets that will help grow the overall knowledge of the Guest experience expectations.

As someone who has a passion for people, and enjoys a fast-paced environment, a core duty for all Associates is effectively multi-tasking, a quintessential factor to the success of their role.

• Assist the Front Office Manager in directing and supervising the entire front office operation, encompassing the front desk, Bellman, and PBX.
• Ensure that Standard Operation procedures are being adhered to.
• Has to provide the highest level of efficient and courteous service possible, while maintaining acceptable profit levels.
• Participates in the hiring, training, scheduling and supervising of all team members.

General Duties:

• Assist Front Office manager in day to operation of Front Desk.
• Assist the Front Office manager in the preparation of all required reports and paperwork, ensuring all reports for Managements are completed accurately and submitted on a timely basis.
• Investigate, analyze, and determine cause of member and guest complaints.
• Pro-actively identify member and guest needs and coordinate with departments to ensure they are met.
• Act as Manager on Duty in absence of senior management.
• Participates in the hiring, training, scheduling, and supervising of all team members.
• Fill in at the Front desk during busy periods or when staffing needs dictate.
• And any other duties assigned by the Front Office Manager.

Daily Duties:

• Oversee daily operational issues.
• Performing guest check-ins and check-outs.
• Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place.
• Complete the checklist as designed to expedite check-ins for guests. Specific to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook.
• Ensure guests satisfaction by responding to guest requests, resolving guest complaints, and greeting in-house guests.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Ensure that Standard Operation Procedures are being adhered to.

MINIMUM REQUIREMENTS & QUALIFICATIONS:

• Must have completed High School or GED Diploma.
• Experience in Hospitality, preferably in a five-star international hotel.
• Accounting, front desk, reservations, PBX, Bell staff and Valet Training or similar experience required.
• 2 -3 years Front Desk/guest services supervisory/management experience, as well as a general knowledge of Front desk and Reservations system and procedures.
• Service oriented.
• Must have a flexible schedule and be able to work weekends, holidays, 2 nd shift and 3 rd (overnight) shift.
• Ability to always project a professional manner.
• Ability to stay calm in difficult situations.
• Strong business communication skills.
• Ability to recollect member and guest names.
• Ability to maintain a good attendance record.
• Ability to work long hours.
• Must have a professional attitude when dealing with high-end customers.
• Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary.
• Ability to meet deadlines and work well under pressure.
• Ability to apply theory into practice and make improvements to the operations.
• Must possess good organization and administration skills.

Language Requirements:

• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
• Proficiency in effectively presenting information and responding to questions from guests, supervisors and co-workers.
• Ability to speak additional languages such as Spanish, French or German is preferred.

Physical Requirements:

• While performing the duties of this job, the associate is regularly required to sit for long periods of time, stand, walk; full dexterity in use hands to touch, handle, or feel; reach with hands and arms; talk or hear.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

We value our team members and are proud to offer a comprehensive benefits package, including:

• 401(k) Retirement plan with a match
• Medical, Dental, and Vision insurance plans
• Complimentary parking
• Complimentary meals daily
• Vacation Time
• Life insurance
• Paid time off
• Career growth and development opportunities