Night Front Office Manager - Guest Experience Leader

Highgate Hotels, LP; Miami (FL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan with employer"s

Paid holidays

Paid vacation

Paid sick leave

Educational opportunities / Tuition Re

Employee assistance program (EAP)

Jury duty leave

Job summary

Highgate Hotels, LP seeks a Night Manager for E11EVEN Club Hotel & Residences in Miami. You will oversee overnight Front Office operations, supervise night staff, and handle guest relations to ensure exceptional service and safety.

You will coordinate with other departments, manage audits and shift reports, and maintain smooth night workflows while upholding brand standards and cost controls.

Qualifications

• High school or equivalent education required; Bachelor's degree preferred.
• Two to four (2-4) years of experience in Front Office, Housekeeping, or Guest Services, including at least two (2) years of supervisory experience, required.
• Proven leadership and business acumen, with demonstrated ability to supervise and motivate team members.
• Good judgment with the ability to make timely and sound decisions; commitment to excellence and high standards.
• Excellent written and oral communication and customer service skills; able to communicate with people at all levels and from various backgrounds.
• Strong organizational, problem‑solving, and analytical skills, with acute attention to detail and the ability to manage changing priorities.
• Proficient in OPERA, HotSOS, iVvy, Microsoft Office, and Outlook.
• Professional appearance and demeanor. Bilingual skills a plus.

Responsibilities

• Act as manager on duty in the absence of the Director of Front Office and Director of Hotel Operations, handling complaints, problem solving, disturbances, special requests, and any other issues that may arise.
• Manage the night shift and direct all overnight hotel operations to ensure guest safety and service standards are met, coordinating Front Office activities with other departments.
• Supervise and develop overnight front desk staff, including scheduling, assigning nightly work, training, coaching and counseling, evaluations, and recognition.
• Communicate to night staff all nightly activities, group and VIP arrivals, special requests, and frequent guests.
• Conduct briefings for all overnight staff, with frequent radio check‑ins throughout the shift.
• Complete audit procedures and ensure all audit reports and forms are completed accurately and in a timely manner.
• Provide an accurate end‑of‑shift report of arrivals, departures, VIPs, and shift notes to Front Office, Hotel Management, and Executive Committee members.
• Participate in guest relocation decisions on overcapacity nights and ensure a smooth relocation process, in coordination with the Director of Front Office and/or Director of Hotel Operations.
• Greet and welcome guests in a friendly and helpful manner, provide accurate information such as outlet hours and local attractions, and ensure public areas are kept clean and tidy.
• Ensure guests are properly registered in the system, verifying reservation, address, and credit information.
• Promptly answer the telephone, retrieve messages, and communicate them to guests.
• Accept payment at registration and check‑out, post charges to guest rooms and house accounts, close guest accounts, and ascertain guest satisfaction.
• Maintain a house bank, make daily deposits with accurate reports of receipts, cash checks, and exchange currency for guests.
• Field and resolve guest complaints through thorough research and effective solutions satisfactory to both the guest and the hotel, working toward problem prevention through long‑term planning.
• Effectively manage the OPERA, HotSOS, and iVvy systems.
• Directly manage the Rooms Controller and indirectly manage all subordinates within the department.
• Handle all administrative work regarding interviewing, hiring, training, performance appraisals, and coaching/counseling.
• Hold regular pre‑shift and monthly departmental staff meetings.
• Evaluate costs, oversee inventory and ordering of front office supplies, and maintain front desk equipment and par stock.
• Work with Sales and Revenue managers regarding guests and groups.
• Ensure the hotel maintains the highest standards of service, cost control, and consistency.
• Perform other related duties as assigned by management.

Skills

Leadership

Supervisory experience

Guest services

Communication

Problem solving

Bilingual

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

OPERA

HotSOS

iVvy

Microsoft Office

Outlook

Job description

Highgate Hotels, LP seeks a Night Manager for E11EVEN Club Hotel & Residences in Miami. You will oversee overnight Front Office operations, supervise night staff, and handle guest relations to ensure exceptional service and safety.

You will coordinate with other departments, manage audits and shift reports, and maintain smooth night workflows while upholding brand standards and cost controls.