The Balfour - Front Office Manager

Company Description

Join the team at The Balfour - A Morgans Original, a historic Miami Beach landmark since 1940, now managed by Ennismore. The Balfour is an Art Deco gem in the South of Fifth neighborhood with iconic original design touches that feel like a laid-back social hub for guests and the neighborhood. Be part of a team dedicated to maintaining the hotel’s legacy while delivering outstanding service in this unique and dynamic setting where you can be your best self.

Job Description

The Front Office Manager is responsible for overseeing the daily operations of the Front Office and leading the team to ensure we are exceeding guests' expectations.

What you'll do...

• Support the running of our day-to-day Front Office, inspiring and empowering the team to deliver the best guest experience at all times
• Direct all activities of the front office.
• Answer phones and emails, handling and delegating Front Office requests.
• Work closely with Housekeeping and Engineering teams to make sure daily operation is running smoothly for guests and team members, alike. Partner with all departments where necessary to ensure guest satisfaction.
• Attend, prepare and take action in various hotel and departmental meetings.
• Ensure compliance of brand standards, operating procedures and policies.
• Continuously evaluate the performance of Front Office team, making improvements and taking corrective actions when necessary.
• Conduct interviews, hiring and training for all Front Office positions.
• Monitor and review guest comments – respond to guests as needed. Identify areas for improvement in guest satisfaction, guest relations and/or guest loyalty and celebrate the wins.
• Monitor daily availability and occupancy, working closely with upper management and Revenue teams to fill the house and resolve any challenging issues.
• Track and maintain records of all guest issues and recovery
• Participates in Fire Safety and Loss Prevention programs

Qualifications

What we're looking for...

• 4 years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Strong understanding of Computer systems such as Opera, GoConcierge, Nuvola, Microsoft Word, Excel & Outlook
• Proven team leader with a high level of energy and motivation, a natural at managing and inspiring others in a way that gets the best out of them.
• Ability to prioritize and adapt to the changing needs of the operation.
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• You have a passion for hospitality, you inspire an enthusiastic guest-centered approach.
• You can turn any situation around into a positive experience for all, guests and team alike.
• You think big and encourage your team to believe.
• You are comfortable with the strategic as well as day to day detail.
• You are able to easily identify and utilize emerging trends and technology to generate revenue. 
• You exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• You are highly responsible, reliable and ethical. A reputation for honesty and integrity.
• You get things done, independently and skilled at taking decisive action.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.

Morgans Originals is part of the Lifestyle Collective of Ennismore. Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder-built brands with purpose at their heart. Ennismore and Accor entered a joint venture in 2021, creating a new autonomous entity and the world’s fastest-growing lifestyle and leisure hospitality company.