Overnight Front Office Manager — Guest Experience Leader

Highgate; Miami (FL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Paid holidays

Paid vacation

Paid sick leave

EAP

Tuition reimbursement

Jury duty leave

Job summary

Highgate Hotels is seeking a Front Office Manager for E11EVEN Club Hotel & Residences in Miami. You will oversee daily Front Office operations, supervise overnight staff, handle guest relations, and ensure service standards meet hotel expectations.

This role requires strong leadership, exceptional communication, and proficiency in OPERA, HotSOS and iVvy. Responsibilities include night-shift management, audits, guest relocations on overcapacity nights, and collaboration with Sales and Revenue

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 supervisory roles.
• Proven leadership and business acumen.
• Strong judgment and decision-making; commitment to excellence and high standards.
• Excellent written and oral communication and customer service skills.
• Strong organizational, problem-solving, and analytical skills.
• Proficient in OPERA, HotSOS, iVvy, Microsoft Office and Outlook.
• Bilingual skills a plus.

Responsibilities

• Act as manager on duty in the absence of Directors, handle complaints and requests.
• Oversee night shift and coordinate overnight front office operations.
• Supervise overnight front desk staff, scheduling, training and evaluations.
• Communicate nightly activities and VIP arrivals to staff.
• Complete audit procedures and reports.
• Provide end-of-shift reports to management.
• Participate in guest relocation decisions on overcapacity nights.
• Greet guests and provide information on hours and local attractions.
• Ensure proper guest registration and payment handling.
• Maintain a house bank and daily deposits.
• Handle guest complaints with effective solutions.
• Manage OPERA, HotSOS, and iVvy systems.
• Direct Rooms Controller and supervise department staff.
• Interviewing, hiring, training, and performance appraisals.
• Hold regular pre-shift and monthly departmental meetings.
• Oversee inventory and par stock of front desk supplies.
• Collaborate with Sales and Revenue managers.
• Maintain high standards of service, cost control and consistency.
• Perform other duties as assigned.

Skills

Leadership

Business acumen

Decision making

Communication

Organizational skills

Analytical skills

OPERA

HotSOS

iVvy

Microsoft Office

Outlook

Bilingual

Education

High school or equivalent

Bachelor’s degree

Tools

OPERA

HotSOS

iVvy

Microsoft Office

Outlook

Job description

Highgate Hotels is seeking a Front Office Manager for E11EVEN Club Hotel & Residences in Miami. You will oversee daily Front Office operations, supervise overnight staff, handle guest relations, and ensure service standards meet hotel expectations.

This role requires strong leadership, exceptional communication, and proficiency in OPERA, HotSOS and iVvy. Responsibilities include night-shift management, audits, guest relocations on overcapacity nights, and collaboration with Sales and Revenue