Front Desk Manager: Lead Guest Experience & Team

B Hotels & Resorts; Fort Lauderdale (FL); Presencial; USD 50.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) plan with company match

Paid time off (PTO)

Professional development

Employee discounts

Flexible work environment

Descripción de la vacante

B Hotels & Resorts in Fort Lauderdale seeks a Front Office Manager to lead front desk and lobby operations, coaching the team, and ensuring a seamless guest arrival-to-departure experience. You will manage schedules, protect revenue controls, and partner across departments to keep rooms ready and guests delighted.

Responsibilities include overseeing check-in/out, room assignments, key control, and service recovery, while maintaining SOPs, reviewing reports, and driving KPIs.

Formación

• 2–4+ years of front office experience with 1+ year in a supervisor/assistant manager role.
• Strong guest service, coaching, and conflict-resolution skills; calm, clear communicator under pressure.
• Proficient with PMS (Opera/Cloud PMS), POS, payment terminals, and Microsoft 365/Google Workspace.
• Flexible availability including nights, weekends, and holidays as needed.
• Bilingual is a plus; associate or bachelor’s degree in Hospitality/Business preferred.

Responsabilidades

• Oversee check-in/out, room assignments, key control, payment authorizations, and service recovery.
• Lead Front Desk Agents and Night Auditors; run pre-shift huddles and 1:1s.
• Maintain SOPs and service standards; recognize top performers and address gaps.
• Manage rate integrity, upsell programs, billing, banks, deposits, refunds, and chargebacks.
• Review daily reports and implement corrective actions; coordinate with Housekeeping/Engineering.
• Serve as system owner for PMS/POS payment terminals; train users and troubleshoot.
• Deliver daily/weekly KPIs: occupancy, ADR, RevPAR, upsell, queues, recovery trends.
• Uphold PCI, ADA, privacy, and safety policies; oversee night audit close and reports.
• Collaborate with Sales/Revenue on inventory and overbooking; support events as needed.

Conocimientos

Guest service

Team leadership

Coaching

Conflict resolution

Scheduling

PMS knowledge

Educación

Associate or Bachelor’s degree in Hospitality/Business

Herramientas

Opera/Cloud PMS

POS systems

Payment terminals

Microsoft 365

Google Workspace

Descripción del empleo

B Hotels & Resorts in Fort Lauderdale seeks a Front Office Manager to lead front desk and lobby operations, coaching the team, and ensuring a seamless guest arrival-to-departure experience. You will manage schedules, protect revenue controls, and partner across departments to keep rooms ready and guests delighted.

Responsibilities include overseeing check-in/out, room assignments, key control, and service recovery, while maintaining SOPs, reviewing reports, and driving KPIs.