Front Office Night Manager: Guest Experience Lead

Highgate Hotels, LP; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

401(k) Retirement Plan

Paid holidays

Paid vacations

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Job summary

Highgate Hotels, LP seeks a Front Office Manager for the E11EVEN Club Hotel & Residences in Miami. You will oversee daily Front Office operations and ensure guest satisfaction, acting as liaison between guests and hotel departments.

You will lead the night shift, supervise front desk staff, perform audits, and provide end-of-shift reports while using OPERA, HotSOS and iVvy to maintain peak service standards.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• 2–4 years in Front Office, Housekeeping, or Guest Services with at least 2 years in supervision.
• Proven leadership, business acumen, and ability to motivate teams.
• Excellent communication and customer service skills; strong organizational and analytical abilities.

Responsibilities

• Act as manager on duty in the absence of the Director of Front Office and Director of Hotel Operations.
• Manage the night shift and direct all overnight front desk operations.
• Supervise and develop overnight front desk staff, including scheduling, training, and evaluations.
• Communicate to night staff all nightly activities, arrivals, and VIPs.
• Complete audit procedures and ensure timely audit reports.
• Provide end-of-shift reports to Front Office and management.
• Participate in guest relocation decisions on overcapacity nights.

Skills

Front Office Leadership

Guest services

Staff supervision

Bilingual skills (nice to have)

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

OPERA

HotSOS

iVvy

Microsoft Office

Outlook

Job description

Highgate Hotels, LP seeks a Front Office Manager for the E11EVEN Club Hotel & Residences in Miami. You will oversee daily Front Office operations and ensure guest satisfaction, acting as liaison between guests and hotel departments.

You will lead the night shift, supervise front desk staff, perform audits, and provide end-of-shift reports while using OPERA, HotSOS and iVvy to maintain peak service standards.