Front Desk Manager

Company Description

Delano Miami Beach will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. The hotel will comprise 171 rooms and distinct food and beverage concepts, preserve its iconic walk‑in pool and unveil a new pool on an amenity deck offering breathtaking ocean views. It will serve as the brand’s flagship location, re‑establishing Delano as a trailblazer in luxury lifestyle hospitality.

Ennismore, in partnership with Cain International, are currently undertaking a significant renovation and redevelopment of this iconic property.

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 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.

• Oversee the efficient daily operations of the Front Desk, including guest check‑in/check‑out, telephone services, and compliance with hotel policies.
• Lead by example by actively promoting the company’s core values, brand standards, and service culture.
• Supervise Front and Back Office staff 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.
• 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, Review Pro, 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.
• Perform any other reasonable duties as assigned by the supervisor or manager.

Miami, FL $52,050.00 - $66,000.00

All your information will be kept confidential according to EEO guidelines.

Mid‑Senior level

Full‑time

Other

Hospitality