Front Office Manager - Miami Beach

Think Hospitality; Miami Beach (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Think Hospitality is seeking a Guest Experience Manager to oversee front desk operations, reservations, and guest services at our Miami property. The role emphasizes creating a seamless guest journey with proactive engagement and personalized touches.

You will handle check-in/out, room assignments, VIP treatments, and coordination with bell staff while maintaining high service standards and efficient cross-department communication.

Qualifications

• Guest experience manager preferred.
• Outgoing, guest-first personality withExcellent communication and interpersonal abilities.
• Strong leadership and ability to develop the team through training.
• Attention to detail and commitment to superior customer service.
• Fluency in English (verbal and non-verbal) and ability to work under pressure.
• Willingness to work days, evenings and weekends as necessary.

Responsibilities

• Oversees registration, check-in, and check-out processes, assigning rooms per requests and VIP status.
• Informs guests about hotel facilities and directions within the property.
• Coordinates luggage, bell staff, and valet services as needed.
• Manages basic accounting procedures including currency exchange and folio postings.
• Reviews operational reports and communicates findings to relevant departments.
• Handles guest complaints, researches issues, and resolves to guest satisfaction.
• Welcomes guests warmly, adhering to 10-5 rule and providing options and assistance.
• Fields guest requests and coordinates with appropriate departments to fulfill them.
• Makes reservations and acts as concierge for directions and transportation.

Skills

Guest experience management

Outgoing personality

Communication skills

Leadership skills

Team development

Attention to detail

Handle pressure

Fluency in English

Customer service

Problem solving

Job description

Overall Scope and Responsibility:

Responsible for overseeing registration of new guests, departures, PBX, reservations, cashier close reports and front office reports. Interact and work closely with other departments in an efficient manner. Provide and maintain the highest possible service standards to our clientele at all times.

Guest Experience Enhancement:

Proactively engage with guests throughout their stay to ensure a seamless and enjoyable experience. Respond to inquiries, requests, and feedback promptly, and create lasting memories by offering personalized touches. Review daily VIP Amenities

Essential Duties:

• Oversees the registration process including inputting and retrieving information from computer, confirming pertinent information including number of guests and room rates. Assigns rooms based on guest's specific requests, VIP status etc. Issues keys and non-verbally confirms the room number and rate
• Informs guests on hotel facilities and amenities, provides directions within the property.
• Communicates luggage delivery / retrieval with the bell staff, and car requests with the valet if needed
• Oversees basic accounting procedures including exchange of foreign currency, cash handling, posting charges to guest folio, making adjustments etc
• Reviews reports such as credit limit report, arrivals/ departures, discrepancy report, group resumes etc and communicates pertinent information to the respective department
• Communicates credit issues to all revenue generating departments
• Projects a warm welcome, follows 10-5 rule, acknowledges waiting guests with no exception. Uses a clear and positive speaking voice, listens to understand requests, responds with appropriate action and provides options
• Communicates guest requests with the appropriate department
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve guest dissatisfaction using empowerment within acceptable limits. Consults FO managers for further assistance
• Reviews departing guest's folios and invites guests back
• Makes reservations
• Acts as concierge assisting guests with directions, transportation and coordinated further accommodation through concierge.

Job Knowledge, Skills, & Abilities

• Guest experience manager preferred
• Outgoing and guest-first personality
• Excellent communication, interpersonal, and organization skills.
• Sense of ownership
• Guest-oriented mindset
• Strong leadership skills
• Integrity and professionalism
• Ability to develop the team through training and follow-ups
• Attention to detail
• Must be able to carry 10 lbs.
• Commitment to superior customer service and excellent customer service skills.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem-solving ability.
• Strong initiative and self-motivation.
• Fluency in job related English both verbal and non-verbal.
  • An appreciation and respect for the diversity of all individuals in the workplace.
  • Ability to handle pressure and work in a fast paced environment.
• Must be able to work days, evenings, and weekends as necessary.

No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.