Guest Experience & Front Office Leader

Fontainebleau Miami Beach; Miami Beach (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Fontainebleau Miami Beach is seeking a Hotel Manager to ensure total guest satisfaction and oversee daily operations across departments, reporting to the Assistant Director of Rooms.

The role requires strong leadership, hands-on use of OPERA and HotSOS systems, and a proactive approach to guest challenges, service recovery, and continuous improvement.

Ideal candidates hold a bachelor’s degree in management or hospitality and at least three years in guest services with supervisory experience.

Qualifications

• Bachelor's degree in management, hospitality or related field.
• Minimum three years guest service operations experience with two years supervisory experience preferred.
• Experience with OPERA and HotSOS systems and guest recovery processes.
• Excellent verbal and written communication in English.

Responsibilities

• Monitor guest challenges and coordinate resolution with Department Leaders to improve guest satisfaction scores.
• Hold Department Leaders accountable for timely follow-up through daily reporting.
• Work with IT to ensure HotSOS setup, profile management and reporting are accurate.
• Train team members to ensure consistency in the use of HotSOS across the property.
• Assist departments hotel-wide with HotSOS reporting and awareness of service delivery gaps.
• Lead the HotSOS Excellence Committee to improve knowledge and usage of HotSOS.

Skills

Guest service operations

Supervisory experience

Communication skills

Attention to detail

Hospitality industry knowledge

Education

Bachelor's degree in management

Bachelor's degree in hospitality

Tools

OPERA PMS

HotSOS

Job description

Fontainebleau Miami Beach is seeking a Hotel Manager to ensure total guest satisfaction and oversee daily operations across departments, reporting to the Assistant Director of Rooms.

The role requires strong leadership, hands-on use of OPERA and HotSOS systems, and a proactive approach to guest challenges, service recovery, and continuous improvement.

Ideal candidates hold a bachelor’s degree in management or hospitality and at least three years in guest services with supervisory experience.