Front Office Leader — Guest Experience & Operations

Hei Hotels Inc.; Miami, Northern (FL, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free parking

Competitive pay and benefits

Growth and development opportunities

Job summary

Aloft Miami Airport invites applications for a Front Office Manager who will oversee guest arrival, departure, and all guest contact experiences, ensuring brand standards are applied and guest satisfaction is high. You will forecast and report, assist in budgeting for the front office, monitor front office systems, track guest feedback, and manage labor costs using scheduling tools.

Also hire/train staff, communicate with other hotel departments, and maintain high attendance.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management.
• Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
• Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Job description

Aloft Miami Airport invites applications for a Front Office Manager who will oversee guest arrival, departure, and all guest contact experiences, ensuring brand standards are applied and guest satisfaction is high. You will forecast and report, assist in budgeting for the front office, monitor front office systems, track guest feedback, and manage labor costs using scheduling tools.

Also hire/train staff, communicate with other hotel departments, and maintain high attendance.