Front Desk Manager
We are looking for a Front Desk Manager to join Delano Miami Beach. Delano Miami Beach fuses historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts, the hotel preserves its iconic walk-in pool and, in addition, unveil a new pool on an amenity deck, offering breathtaking views of the ocean. Delano Miami Beach acts as the brand's flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality.
Job Description
JOB OVERVIEW: Under the general guidance of the Director of Front Office, the Front Desk Manager is responsible for overseeing the daily operations of the Front Office Department, including Guest Services and Front Desk operations. The Front Desk Manager ensures seamless and exceptional guest experience while maintaining operational efficiency and profitability. This role supports both front and back office functions and ensures that service standards meet or exceed brand expectations. The Front Desk Manager also serves as the primary point of contact for guests and collaborates closely with all hotel departments to drive guest satisfaction and operational excellence. YOUR KEY RESPONSIBILITIES: - Oversee and ensure the efficient daily operations of the Front Desk, including guest checkin/check-out, telephone services, and compliance with hotel policies and procedures. - Lead by example by actively promoting the company's core values, brand standards, and service culture. - Supervise the Front and Back Office to maintain smooth and efficient operations across all shifts. - Ensure front desk, guest and telecommunications services are delivered professionally, courteously, and in a timely manner, including call handling, guest messaging, and issue resolution. - Direct, support, and train front of house team, including onboarding, ongoing training, and performance development in alignment with brand standards. - Organize staff schedules and break rotations to ensure proper coverage and task completion throughout shifts. - Monitor, track, and maintain records of guest feedback and service recovery through platforms such as Tripadvisor, Yelp, Google, Guest Alerts, Glitch Log, Revinate, ReviewPro, and Nuvola. - Review guest satisfaction reports (e.g., Pulse Report) to identify service opportunities, initiate improvements, and enhance loyalty and satisfaction scores. - Serve as a key point of contact for resolving guest concerns or complaints, ensuring timely follow-up and resolution. - Complete and review daily reports, shift checklists, and ensure accurate documentation of all front desk transactions, including No-Show charges, posting, settlements, and deposits. - Maintain staff engagement through regular coaching, mentoring, recognition programs, and departmental goal alignment. - Conduct interviews, onboarding, coaching, counseling, and performance evaluations for front office staff. - Evaluate team performance regularly, taking corrective action when needed to uphold service excellence. - Participate in hotel and departmental meetings and contribute to broader hotel initiatives and compliance efforts. - Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures. - Collaborate closely with Revenue Management to monitor daily occupancy, manage availability, and address potential booking challenges. - Foster a culture of empowerment by equipping team members with the tools, training, and support to make guest-focused decisions. - Provide lateral service as needed, stepping into related roles or responsibilities to support team and guest needs. - Ensure all necessary reports and forms are completed daily. - Any other reasonable duties as assigned by the supervisor or manager. - We recognize we are in the hospitality industry and that it may require us to provide lateral service. - We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service. Qualifications
- High School Diploma or equivalent required. Bachelor's Degree preferred
- Minimum two (2) to four (4) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
- Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
- An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, Nuvola, Microsoft Word, Excel & Outlook is preferred
- Ability to spend extended lengths of time viewing a computer screen
- Possess a gracious, friendly, and fun demeanor
- Ability to multitask, work in a fast-paced environment and have a high-level attention to detail
- Maintain positive and productive working relationships with other employees and departments
- Ability to work independently and to partner with others to promote an environment of teamwork
- Must be able to stand or walk a minimum eight-hour shift.
- Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
- Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
- Must have excellent communication skills and be able to read, write, speak and understand English.
- Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
- Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
- Additional language ability is preferred.
- All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.
All your information will be kept confidential according to EEO guidelines.
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