Front Desk / Guest Services Manager, Miami Lakes Hotel On Main

Miami Lakes Hotel is a destination designed for the business and leisure traveler alike. Our hotel is unique as we are the only full-service hotel resort in the Miami Lakes area. Located on Main Street, guests can enjoy a variety of upscale shops, a 17-Cineplex movie theater, and over a dozen restaurants all just steps away from our door.

Job Summary:

The Guest Services Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and managing guest relations to enhance the overall guest experience. This role requires a strong leader with excellent interpersonal skills, a keen attention to detail, and the ability to handle multiple tasks efficiently.

Key Responsibilities:

• Guest Experience Management:

• Ensure all guests receive a warm welcome and a seamless check-in/check-out process.

• Proactively manage incoming guest requests.

• Handle guest inquiries, requests, and complaints promptly and professionally.

• Implement and maintain high standards of customer service to exceed guest expectations.

• Monitor guest satisfaction through feedback and reviews, taking corrective actions when necessary.

• Staff Supervision:

• Recruit, train, and supervise Front Desk, Night Audit, and Reservations staff ensuring they adhere to hotel policies and standards.

• Maintain and Manage ADP, Timecards, PTO

• Schedule and manage front desk staff shift to ensure adequate coverage.

• Conduct regular performance reviews and provide coaching and development opportunities for team members.

• Operational Management:

• Oversee the day-to-day operations of the front desk, including reservations, room assignments, and billing.

• Maintain accurate records and reports related to guest check-ins/outs, room availability, and guest accounts.

• Ensure the front desk area is clean, organized, and equipped with necessary supplies.

• Read group resumes daily and handle responsibilities.

• Check registration cards for accuracy.

• Review GSR's checklists to ensure completion.

• Review occupancy daily and manage inventory, i.e., overselling situations.

• Perform property walk-through daily to ensure cleanliness & upkeep.

• Financial Responsibilities:

• Manage front desk budget, including staffing, supplies, and equipment.

• Monitor and control expenses to stay within budgetary constraints.

• Handle cash and credit transactions accurately and securely.

• Collaboration and Communication:

• Coordinate with other departments (housekeeping, maintenance, food and beverage) to ensure guest needs are met.

• Communicate effectively with guests, staff, and management to resolve issues and improve service delivery.

• Attend and participate in management meetings to discuss operational issues and improvements.

Qualifications:

• Education:

• Bachelor's degree in hospitality management, Business Administration, or a related field preferred.

• Experience:

• Minimum of 3-5 years of experience in a supervisory role in front desk operations or guest services within the hospitality industry.

• Experience with Opera is preferred or similar software.

• Skills:

• Excellent leadership and team management skills.

• Strong problem-solving abilities and attention to detail.

• Proficiency in hotel management software and Microsoft Office Suite.

• Outstanding communication and interpersonal skills.

• Ability to work flexible hours, including evenings, weekends, and holidays.

Physical Requirements:

• Ability to stand for long periods and perform physical tasks such as lifting and carrying luggage.

• Must maintain a professional appearance and demeanor at all times.

Working Conditions:

• Fast-paced, high-energy environment.

• Requires a flexible schedule to accommodate the needs of the hotel and its guests.

Benefits:

• Competitive salary and performance-based bonuses.

• Pension Plan

• 401(k) Plan with Employer Match

• Health, dental, and vision insurance.

• Employer Paid Life, Short-Term, and Long-Term Disability Insurance

• Paid Time Off & Holiday Pay

• Professional development and career advancement opportunities.

This job description is intended to convey information essential to understanding the scope of the Guest Services Manager's position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. The employer reserves the right to revise duties as needed.