Manager on Duty

About the Role

Loews Miami Beach Hotel offers careers at a reimagined oceanfront resort in South Beach. Team members support 790 renovated guestrooms and suites, direct beach access, an oceanfront pool deck, Sea Spa, six restaurants and lounges, and more than 65,000 square feet of meeting space.

We are looking for a confident and service-driven Manager on Duty who will lead the guest services team with poise and professionalism. As the senior leader during your shift, you'll ensure every guest interaction reflects Loews Hotels' commitment to excellence. From managing operations to resolving challenges in real time, you'll be the go-to resource for creating seamless experiences that leave lasting impressions.

Who You Are

• Natural Leader: You inspire and motivate teams, fostering collaboration and positivity in every interaction
• Guest Experience Champion: You anticipate needs and deliver personalized service that exceeds expectations
• Clear Communicator: You engage with guests and team members with confidence, clarity, and professionalism
• Decisive Problem Solver: You thrive under pressure, making sound decisions quickly and effectively
• Organized Multitasker: You manage competing priorities with precision and efficiency in a fast-paced environment

What You'll Do

• Manage hotel operations as the senior leader during assigned shifts, ensuring smooth and efficient service delivery
• Lead and support guest services teams to deliver exceptional experiences aligned with Loews Hotels' standards
• Oversee payroll functions for assigned team members, including scheduling, timecard edits, and time-off approvals
• Monitor, communicate, and resolve guest issues promptly, developing strategies to enhance satisfaction and loyalty
• Serve as the primary contact for internal and external inquiries during your shift
• Coordinate VIP services, including escorting VIP guests and managing special requests
• Conduct regular rounds of guest areas, including recreational spaces, food and beverage outlets, and event venues
• Collaborate with Security and emergency personnel as needed to ensure guest and team member safety
• Prepare daily operational reports for management, highlighting performance and guest feedback
• Handle emergencies with professionalism, prioritizing safety and security
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all mandatory training sessions and meetings
• Perform other duties as assigned

Qualifications

• Bachelor's Degree or relevant work experience required
• Minimum of two (2) years guest service experience in hotel hospitality required
• Minimum one-year (1) guest service leadership role required
• Experience with previous Property Management System, preferred Opera System
• Knowledge of budgeting, forecasting, and financial analysis in a hotel setting preferred
• Ability to stand and walk for long periods of time required

Who You'll Supervise

• Front Desk Team
• Guest Service Team