Director of Front Office

Director of Front Office – Andaz Miami Beach Organization: Andaz Miami Beach, part of Hyatt Company Description: At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing excellent service and meaningful experiences. Andaz Miami Beach is a luxury lifestyle resort located in the heart of Mid‑Beach. The property features 287 guestrooms, 64 suites, an ocean‑view arrival experience, a full‑service spa, fitness center, dining by José Andrés, two pools, a Beach Club, and 25,000 sq ft of event space. Job Description: As the Director of Front Office, you will lead a dynamic team in delivering exceptional guest experiences that reflect the brand’s commitment to luxury, innovation, and personalized service. You will shape the first and lasting impressions of our guests, ensuring every interaction is seamless, warm, and memorable. Position Responsibilities / Essential Functions Responsible for short- and long‑term planning and the management of the Front Office, Front Desk, Bell Services, Communications, Valet and Guest Relations. Develop and recommend the budget, labor cost plans and objectives, and manage within those approved plans. Maintain guest room inventory as directed by the Director of Revenue Management. Ensure all operations and cash handling adhere to policies and procedures. Maintain excellent communication with the housekeeping department. Keep information on prices, rates, specials, packages, and programs up to date, ensuring all staff are trained. Analyze, investigate, and resolve guest complaints. Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs and checklists. Ensure proper staffing levels to meet customer service goals. Schedule monthly departmental meetings. Conduct or ensure all training and evaluations are completed as required by Hyatt. Coach and counsel employees to reflect Hyatt service standards and procedures. Participate in the recruitment process for Front Office. Prepare reports on room occupancy, payroll expenses, and department expenses. Mentor, motivate, and teach staff to ensure success. Plan and coordinate activities of Front Office Assistant Managers and line associates. Motivate team members and resolve any issues that occur on the job. Attend periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and make recommendations to improve service and efficiency. Recruit, train, and mentor a high-performing team of managers and staff. Ensure consistent delivery of personalized, anticipatory service. Resolve guest concerns with empathy and efficiency, maintaining high satisfaction scores. Champion a culture of hospitality and continuous improvement. Lead participation in the Colleague Experience Survey and execute CES action plans. Control all expenditures related to Front Office, including labour, guest room supplies, and equipment. Complete additional tasks and assignments as needed or requested by Resort Manager. Qualifications Minimum of a Bachelor’s degree in Hospitality Management or related field. 5 years or more of progressive hotel luxury rooms management experience. Proven success in managing Forbes Four‑ or Five‑Star environments. Prior experience as Director of Front Office, Front of House Manager, or Front Office Manager in a Forbes‑rated property. Excellent understanding of the sequence of service in a luxury environment. Knowledge of a second language (fluency is an asset). Good working knowledge of Reserve/Opera software. Excellent proficiency with Microsoft Suite applications. Refined verbal and written communication skills. Ability to work a flexible schedule: weekends, holidays, overnight shifts. Physically agile, able to stand or walk for long periods. Excellent time‑management and organizational skills. Strong problem‑solving skills. Strong financial acumen and operational planning skills. Well‑groomed, professional appearance. Demonstrated ability to interact effectively with people from diverse backgrounds. High energy, entrepreneurial spirit, motivational leadership, effective communication. Benefits Free room nights, discounted and friends & family room rates. Medical, dental, and vision insurance with only a 30‑day waiting period. 401(k) with company match. Free parking. Generous paid time off. Paid family bonding time and adoption assistance. Tuition reimbursement. Employee stock purchase plan. Seniority Level Director Employment Type Full‑time Job Function Management and ManufacturingHospitality Hyatt is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. At Hyatt, we believe in the power of belonging – of making people feel at home no matter where they are in the world. Join a team that is making travel more human, connected, and sustainable. If you are a results‑oriented individual with a passion for leading a vibrant, playful hotel, apply now #J-18808-Ljbffr