Front Desk Manager

Sheraton Miami Airport Hotel & Executive Meeting Center is looking for a Front Office Manager to join our team! As the Front Office Manager, you will oversee and manage the daily operations of the Front Office Department, ensuring exceptional guest service and efficient hotel operations. You will be responsible for leading the front desk team, maintaining high service standards, managing guest relations, and supporting overall hotel performance. The Front Office Manager plays a key leadership role in creating positive guest experiences and fostering a professional, service-oriented environment.

Essential Duties:

• Lead the Front Office team, including managing staff, scheduling work shifts, and ensuring exceptional guest service.
• Supervise daily front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Provide training, coaching, and development opportunities for front office associates.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Must be able to withstand prolonged periods of standing and/or walking.
• Ability to sit at a desk and work on a computer for prolonged periods of time.
• Must be able to lift 30 pounds at times.
• Ability to work a flexible schedule, including weekends, holidays, and evenings when necessary.

Specific requirements of the role:

• Oversee all Front Office functions, including guest registration, room assignments, billing, and guest departures.
• Monitor guest satisfaction and resolve guest concerns promptly and professionally.
• Manage front office staffing levels and organize employee schedules.
• Ensure accuracy of guest accounts, cash handling procedures, and daily reports.
• Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure seamless guest experiences.
• Maintain records and prepare operational and performance reports.
• Assist in recruiting, hiring, onboarding, and training front office staff.
• Ensure compliance with safety, security, and hospitality standards.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field, or an equivalent combination of education and work-related experience.
• Previous hotel front office experience required; supervisory or management experience preferred.
• Strong organizational and time management skills.
• Strong leadership and communication skills; able to delegate tasks and communicate respectfully and effectively.
• Excellent customer service and problem-solving abilities.
• Experience with hotel property management systems (PMS) preferred.
• Knowledge of Microsoft Office Suite or related software.
• Ability to maintain professionalism and composure in a fast-paced environment.

Sheraton Miami Airport Hotel & Executive Meeting Center is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Sheraton Miami Airport Hotel & Executive Meeting Center is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Sheraton Miami Airport Hotel & Executive Meeting Center are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Sheraton Miami Airport Hotel & Executive Meeting Center will not tolerate discrimination or harassment based on any of these characteristics and encourages applicants of all ages.