FRONT OFFICE MANAGER (Hotel Experience)

AC Miami - Brickell (115 SW 8th ST. Miami, FL. 33130)

Job Description:
We are seeking a dedicated and highly organized Front Office Manager to join our vibrant team at AC Miami - Brickell. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional guest service. As the Front Office Manager, you will oversee the front desk operations, ensuring a seamless and welcoming experience for all guests.

Key Responsibilities:

• Direct daily front office operations, ensuring efficient check-in/check-out processes and customer-oriented service.
• Lead, train, and motivate the front office team (e.g., Guest Service Agents, Concierge, Bell Staff) to uphold brand (Marriott) and hotel standards of excellence.
• Develop and maintain strong relationships with guests to ensure a positive and memorable guest experience.
• Collaborate with housekeeping, maintenance, and other departments to ensure guest requests and operational enhancements are efficiently addressed.
• Handle guest inquiries, requests, and escalated complaints promptly and effectively to maximize guest satisfaction and loyalty.
• Monitor and evaluate staff performance, providing constructive feedback and professional development opportunities.
• Manage scheduling and staffing needs to optimize service quality while effectively managing labor costs.
• Oversee reservation procedures, room allocations, and revenue strategies to optimize occupancy and average daily rate (ADR).
• Assist with the preparation of departmental budgets, forecasting, and financial planning, ensuring operations remain within set guidelines.
• Ensure compliance with all health, safety, security, and hotel policies and standard operating procedures (SOPs).
• Maintain accurate guest records, billing, and financial transaction procedures.

Qualifications:

• Experience: Proven experience (typically 3+ years) as a Front Office Manager, Assistant Front Office Manager, or similar supervisory role within the hospitality industry.
• Marriott brands experience a significant plus.
• Education: Bachelor's degree in hospitality management, Business, or a related field preferred.
• Technical Proficiency: Proficiency in Property Management Systems (PMS) such as Opera, Lightspeed, or a similar platform, and standard office software (e.g., Microsoft Office Suite).
• Leadership: Strong leadership, coaching, and team-building skills with the ability to inspire a diverse team.
• Communication: Exceptional verbal and written communication skills for interacting with guests, staff, and management.
• Problem-Solving: Proven ability to resolve complex guest issues calmly and effectively in a fast-paced environment.
• Availability: Must be flexible to work various shifts, including nights, weekends, and holidays, as needed for a 24/7 operation.

Benefits:

- Competitive salary with opportunities for professional growth and development.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with employer match.
- Paid time off.
- Employee discounts on hotel stays and dining.

Join our team at AC Miami - Brickell and contribute to creating memorable experiences for our guests while enhancing your career in the hospitality industry. Apply today to become an integral part of our dynamic and guest-focused team!