Front Desk Manager

Company Description

From our dazzling location in the heart of Miami, we offer both our staff and our guests a hip, cutting‑edge experience in the world of hotels as theater. We have an exciting job opportunity to join our team as a Front Desk Manager.

The Front Desk Manager is responsible for overseeing the daily operations of the Front Office Department, Guest Services and VIP Departments ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments.

• Oversee and ensure the efficient daily operations of the Front Desk, including guest check‑in/check‑out, telephone services, and compliance with hotel policies and procedures.
• Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings.
• Supervise the Front 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, Review Pro, Revinate and Nuvola.
• Direct all activities of the front office and communicate with other departments to ensure complete guest and associate satisfaction.
• Participate in Fire Safety and Loss Prevention programs.
• 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.
• Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures.
• 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.

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

• Health and Safety
• Food Hygiene
• Maintenance
• Emergency Procedures
• Liquor Licensing

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of Ennismore are met.
• Utilize traditional software programs such as Microsoft Office…