Director of Front Office

Highgate Hotels L.P.; Miami (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading hospitality management company is seeking a Director of Front Office for a luxurious hotel in downtown Miami. This key position manages guest services and staff operations while ensuring high standards of service are upheld to maximize revenue. Candidates should possess a strong background in hotel management along with exceptional communication and problem-solving skills.

Qualifications

• Minimum 6 years of progressive hotel experience required.
• Previous management experience in a Front Office setting is mandatory.
• Proficient in MS Excel and MS Word.

Responsibilities

• Responsible for guest services, front desk operations, and staff management.
• Ensure compliance with hotel policies and maintain service standards.
• Monitor room overselling and maximize revenue.

Skills

Communication

Problem-solving

Multitasking

Service-oriented

Education

4-year degree in hospitality or related field

6 years of progressive hotel experience

Tools

MS Excel

MS Word

Job description

Compensation Type

Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. The company's portfolio of global properties represents an asset value exceeding $20B and generates over $5B in revenues. Highgate provides expert guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. The company also develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools to maximize performance and asset value. With a leadership team comprising experienced hotel management professionals, Highgate is a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle.

Location

The Elser Hotel & Residences is a 49-story luxury condominium hotel in Downtown Miami, offering 646 furnished rooms/residences, over 19,000 sq ft of amenities, and 5,000 sq ft of retail space. Named after the historic Elser Pier, it continues a tradition of shoreline enjoyment in Biscayne Bay.

Overview

The Director of Front Office is responsible for guest services, valet, and front desk operations, ensuring attentive, friendly, and efficient service to maximize room revenue and develop staff. The role also liaises with leased restaurant and retail operations within the hotel.

Responsibilities

• Provide attentive, friendly, helpful, and courteous service to guests, managers, and colleagues at all times.
• Respond promptly to guest requests, complaints, and issues, ensuring guest satisfaction.
• Motivate, coach, counsel, and discipline staff according to hotel standards.
• Conduct interviews and support HR in hiring processes, ensuring standards are met.
• Develop employee morale and ensure proper training of Rooms Division staff.
• Maintain professional relationships and open communication with staff and other departments.
• Implement hotel policies and understand hospitality terminology.
• Ensure staff sign off on Service Standards and complete training checklists.
• Monitor room overselling and maximize revenue.
• Tour departments daily, greet staff, and gather feedback.
• Ensure compliance with training standards.
• Participate in daily and monthly meetings.
• Support Hyatt programs like GEM and Gold Passport.
• Control expenses to maximize profit, using checkbook accounting.
• Ensure SOP compliance and conduct walk-throughs for cleanliness and maintenance.
• Coordinate major projects such as renovations and equipment changes.
• Conduct performance reviews and ensure managerial compliance.
• Manage labor expenses and develop succession plans.
• Prepare the Rooms Division budget and revenue forecasts.
• Participate in MOD coverage as scheduled.
• Operate and maintain the Front Office computer systems.
• Monitor internal requests and follow-up processes.
• Communicate professionally with staff and guests.
• Implement the hotel’s service philosophy and corporate marketing programs.

Qualifications

• Minimum 6 years of progressive hotel or related experience; or a 4-year degree with at least 2 years of experience; or a 2-year degree with 4+ years of experience.
• Previous Front Office management experience required.
• Proficiency in MS Excel and MS Word.
• Ability to work long hours when necessary.
• Effective verbal and written communication skills with all staff and guests.
• Ability to listen, understand, and clarify concerns.
• Strong multitasking and prioritization skills.
• Attentive, friendly, courteous, and service-oriented demeanor.
• Attendance at all required meetings and training sessions.
• Participation in M.O.D. coverage as needed.
• Maintain high personal grooming and appearance standards.
• Adhere to hotel standards and safety regulations.
• Identify and implement productivity improvements.
• Problem-solving skills, including anticipation and prevention.
• Ability to analyze complex data and maintain confidentiality.