Director of Front Office

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 now recruiting a Director of Front Office to join the resort. An art-deco building and architectural landmark is home to the newest luxury lifestyle hotel located in the heart of Mid-beach. The property boasts 287 guestrooms including 64 breathtaking suites and the ONLY Ocean-view arrival experience in Miami Beach. The design features elements of texture, art, and pops of color that create a unique and captivating experience. Each suite is designed with floor-to-ceiling windows, most with deep-soaking tubs, and cozy reading nooks. Guests can also enjoy private outdoor terraces with stunning views of the Atlantic and the Miami skyline. Unmatched amenities include a full-service spa, a well-equipped fitness center, a destination dining experience by José Andrés, two pools, and a Beach Club catering to the who's who of Miami. Spanning 25,000 square feet of innovative indoor and outdoor event space, Andaz Miami Beach will become a landing spot for guests and locals seeking celebratory gatherings that embrace the city's culture of music, art, and fashion.

Salary range: $85,000- $95,000 annually

Job Description:

As the Director of Front Office at the Andaz Miami Beach, you will lead a dynamic team in delivering exceptional guest experiences that reflect the brand's commitment to luxury, innovation, and personalized service. This role is pivotal in shaping 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 Andaz Miami Beach Front Office, Front Desk, Bell Services, Communications, Valet and Guest Relations.
* Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans.
* Maintain guest room inventory as per guidance for the Director Revenue Management.
* Ensure all operations and cash handling are adhered to as per policies and procedures.
* Maintain excellent communication with the housekeeping department.
* Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas.
* Analyze, investigate, and resolve guest complaints.
* Create expectations, lead people, manage processes, and hold people accountable for the agreed SOPs and Checklists.
* Insures proper staffing levels for customer service goals.
* Scheduling 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 recruitment process for Front Office.
* Prepare reports concerning room occupancy, payroll expenses, and department expenses.
* Mentor, motivate and teach staff to ensure success.
* Plan and co-ordinate activities of Front Office Assistant Managers and line associates
* Motivate team members and resolve any issues that occur on the job
* Attends periodic staff meetings with other department heads to discuss company policies and patrons' complaints, and to make recommendations to improve service and ensure more efficient operation.
* Recruit, train, and mentor a high-performing team of managers and colleagues
* 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.
* Plan and co-ordinate activities of Event supervisors and line associates
* Leads the participation in Colleague Experience Survey and completion with the execution of CES Action Plans.
* Control all expenditures relating to Front Office, including labour, guest room supplies, and equipment.
* Complete various additional tasks and assignments as needed or requested by Resort Manager