Front Desk Manager

About the role

The Front Office Manager oversees and manages the daily operations of the Front Office Department at Sheraton Miami Airport Hotel & Executive Meeting Center, ensuring exceptional guest service and efficient hotel operations.

Responsibilities

• Lead the Front Office team, including managing staff, scheduling work shifts, and ensuring exceptional guest service.
• Supervise daily front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Provide training, coaching, and development opportunities for front office associates.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Maintain records and prepare operational and performance reports.
• Aid in recruiting, hiring, onboarding, and training front office staff.
• Ensure compliance with safety, security, and hospitality standards.

Requirements

• Oversee all Front Office functions, including guest registration, room assignments, billing, and guest departures.
• Monitor guest satisfaction and resolve guest concerns promptly and professionally.
• Manage front office staffing levels and organize employee schedules.
• Ensure accuracy of guest accounts, cash handling procedures, and daily reports.
• Cook up with Housekeeping, Maintenance, Sales, and other departments to ensure seamless guest experiences.
• Aid in recruiting, hiring, onboarding, and training front office staff.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field, or an equivalent combination of education and work-related experience.
• Previous hotel front office experience required; supervisory or management experience preferred.
• Strong organizational and time management skills.
• Strong leadership and communication skills; able to delegate tasks and communicate respectfully and effectively.
• Excellent customer service and problem-solving abilities.
• Experience with hotel property management systems (PMS) preferred.
• Knowledge of Microsoft Office Suite or related software.
• Ability to maintain professionalism and composure in a fast-paced environment.