Front Office & Guest Services Leader

Highgate Hotels L.P.; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Highgate Hotels is seeking a Front Office Manager for a 243-room boutique hotel in downtown Miami. You will lead Guest Services, Concierge and Uniformed Services/Transportation to deliver attentive, efficient service and maximize revenue.

You will coach staff, monitor room revenue and occupancy, handle payroll aspects, and ensure adherence to Highgate SOPs. The role requires strong communication, supervisory experience, and a customer-focused approach in a fast-paced environment.

Qualifications

• Progressive hotel or related field experience.
• Supervisory experience required.
• Strong customer service skills.
• Proficient in Windows and Microsoft Office.
• Ability to work long hours.
• Able to communicate effectively with staff and guests.

Responsibilities

• Respond to guests' requests and complaints promptly.
• Coach and discipline Guest Services staff per SOP.
• Manage front desk operations and cash handling.
• Monitor room revenue and occupancy; analyze rate variance.
• Maintain SOPs for purchasing, invoicing, and credits.
• Coordinate with housekeeping, Reservations, and Credit.
• Ensure staff greet guests warmly and follow service standards.
• Prepare schedules and payroll data.

Skills

Customer service

Supervisory experience

Communication skills

Microsoft Office

Multitasking

Problem solving

Time management

Guest services

Attention to detail

Education

2-year college degree

4-year college degree

Tools

Windows OS

Microsoft Office

Job description

Highgate Hotels is seeking a Front Office Manager for a 243-room boutique hotel in downtown Miami. You will lead Guest Services, Concierge and Uniformed Services/Transportation to deliver attentive, efficient service and maximize revenue.

You will coach staff, monitor room revenue and occupancy, handle payroll aspects, and ensure adherence to Highgate SOPs. The role requires strong communication, supervisory experience, and a customer-focused approach in a fast-paced environment.