Front Office Manager

The DoubleTree by Hilton Miami Airport Convention Center is seeking an experienced Front Office Manager to join our team. This position is 100% on-site, no remote work.

The DoubleTree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms, onsite dining, fitness room, outdoor pool, business center, complimentary High-Speed Internet Access, 24,000 square feet of retail space, 20,000 Square feet of Hotel Meeting and Function Space and a Convention Center with 152,000 square feet of meeting, event and exhibit space.

This position will be an exempt position and will report to the Assistant General Manager and the General Manager.

The Front Office Manager is responsible for ensuring the operation of the Front Office, Concierge and Uniformed Services, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. They will provide exceptional service and a positive impression of the hotel by building memorable connections with all guests. This position has a direct impact on the overall guest experience, and is responsible for ensuring 100% satisfaction for the entire duration of a guest's stay. The Front Office Manager is responsible for driving all of the Hotel's Benchmarks for Digital Key, Kipsu and Brand Audits/Stay Score Metrics are meeting Brand Standards Acceptable Range or Higher. This position will lead the hotel efforts in liaison with the Front Office Team, The General Manager. Will also be responsible for running shifts at the desk on AM/MID/PM and Overnight.

Job Responsibilities:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Hilton standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Always comply with Hilton standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to Embassy Suites by Hilton Standard training, using the steps to effective training according to Embassy Suites by Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP's.
• Develop employee morale and ensure training of Guest Services personnel
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing
• Maintain AFP Management SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage progress, productivity and the ten-day forecast are completed on a timely basis according to AFP Management SOP's
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the PBX console and ensure that employees maintain AFP Management SOP's in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Embassy by Hilton Standards.
• Ensure implementation of AFP Management policies and house rules. Understand hospitality terms.
• Ensure sign off on all Job Skills for Guest Service Staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Maintain constant communication with Housekeeping, Reservations and Credit Manager..
• Maintain lobby and front desk presence during peak times and as needed.
• Manage and organize large tum days (including group check-ins or check-outs).
• Monitor and support corporate Guest Recognition Program.
• Know the hotel's rate tower and rate quoting standards.
• Understand and implement rooms merchandising restrictions.
• Maintain safety deposit boxes according to AFP Management SOP.
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Manage sell-out opportunities; review arrivals report checks on rooms' inventory, control guest relocation according to Hotel SOP.
• Block special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that an accurate bucket check is completed nightly.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Hilton standards.
• Follow and enforce all AFP Management hotel credit policies.
• Maintain and monitor "Lost and Found" procedures and policies according to AFP Management standards.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Establish and maintain key control system.
• Ensure participation within department for monthly CARE Committee team meeting.
• Focus the Guest Services Department on their role in contributing to the SALT
• Be involved in departmental meeting, planning and execution. Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management.
• Perform other duties as required by management.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to multitask.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must routinely meet deadlines.
• Must be effective in handling problems in the workplace; including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Qualifications/ Skills:

• At least 4 year previous manager experience required within a Branded Full Service Hotel, preferred Hilton Doubletree or Hilton Full Service Front Office experience. PEP experience preferred.
• High School Diploma or GED is required. Bachelor's degree and career interest within the hospitality field is preferred.
• Basic computer skills with proficiency in Microsoft Office required. Knowledge of Marriott Marsha, PMS, GXP and Medallia. .
• Must be energetic and maintain a positive attitude.
• Must be able to work a flexible schedule including Days, Nights, Weekends and Holidays.
• Cash handling, and customer service experience required.
• Must be positive, energetic and a strong leader.
• College course work in related field helpful. Previous supervisory responsibility preferred
• Must have a valid driver license for the applicable state.
• Flexible and long hours sometimes required.
• Light work -Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

The DoubleTree by Hilton Miami Airport Convention Center offers Medical, Dental, Vision, a 401k plan, Hilton travel benefits, free lunch, and parking.

The DoubleTree by Hilton Miami Airport Convention Center is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D