Assistant Front Office Manager

SLS LUX Brickell | 05 S Miami Ave, Miami, FL 33130, United States

Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.

The Assistant Front Office Manager is responsible for supporting the overall management and daily operations of the Front Office Department. This position ensures the delivery of exceptional guest experiences while maintaining SLS LUX standards, brand standards, operational procedures, and financial objectives.

The Assistant Front Office Manager serves as a key leader and point of contact for guests and hotel departments, providing guidance and support to Front Office colleagues while fostering a culture of service excellence, accountability, empowerment, and teamwork.

• Assist the Front Office Manager with the overall daily operation of the Front Office Department, including Front Desk, Guest Services, and VIP Services.
• Serve as a visible leader and primary point of contact for guests, colleagues, and other hotel departments, ensuring prompt resolution of guest needs and concerns.
• Plan, organize, facilitate, attend, and/or participate in hotel and departmental meetings as required.
• Ensure compliance with SLS LUX and brand standards, operating procedures, policies, and service expectations.
• Maintain a strong presence in the Front Office operation and ensure all guest interactions reflect the hotel's luxury service standards.
• Provide direction, coaching, support, and appropriate tools to Front Office colleagues to promote accountability, empowerment, and effective decision‑making.
• Direct and coordinate Front Office activities to ensure smooth daily operations and effective communication with all hotel departments.
• Monitor staffing levels, scheduling, breaks, and departmental coverage to ensure operational needs are consistently met.
• Assist with monitoring daily arrivals, departures, room availability, occupancy, VIP arrivals, special requests, and other operational priorities.
• Maintain consistent communication with the Revenue Management team regarding occupancy, availability, room status, challenging reservations, and other revenue‑related operational matters.
• Monitor and address guest feedback and service recovery opportunities through applicable hotel systems, including Nuvola, Guest Alerts, Glitch Log, Revinate, Review Pro, Trip Advisor, and other guest feedback platforms.
• Track and maintain accurate records of guest issues, service recovery efforts, and resolutions to identify trends and opportunities for improvement.
• Respond directly to guest concerns and complaints when appropriate, ensuring timely and effective service recovery while protecting the guest experience and hotel interests.
• Review guest comments and satisfaction scores regularly and communicate trends, opportunities, and areas for improvement to Front Office colleagues and leadership.
• Ensure accurate and timely communication of guest preferences, VIP information, special occasions, requests, and service recovery details to the appropriate departments.
• Assist in ensuring Front Desk and Guest Services procedures are followed consistently, including check‑in, check‑out, payment procedures, room assignments, key control, guest requests, and cashiering procedures.
• Facilitate the onboarding, training, coaching, and ongoing development of Front Office colleagues to ensure compliance with company and brand standards.
• Continuously monitor the performance of…