Assistant Front Office Manager
Accor · Miami
Company Description
Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.
Job Description
The Assistant Front Office Manager is responsible for supporting the overall management and daily operations of the Front Office Department. This position ensures the delivery of exceptional guest experiences while maintaining SLS LUX standards, brand standards, operational procedures, and financial objectives.
The Assistant Front Office Manager serves as a key leader and point of contact for guests and hotel departments, providing guidance and support to Front Office colleagues while fostering a culture of service excellence, accountability, empowerment, and teamwork.
DUTIES & FUNCTIONS
- Assist the Front Office Manager with the overall daily operation of the Front Office Department, including Front Desk, Guest Services, and VIP Services.
- Serve as a visible leader and primary point of contact for guests, colleagues, and other hotel departments, ensuring prompt resolution of guest needs and concerns.
- Plan, organize, facilitate, attend, and/or participate in hotel and departmental meetings as required.
- Ensure compliance with SLS LUX and brand standards, operating procedures, policies, and service expectations.
- Maintain a strong presence in the Front Office operation and ensure all guest interactions reflect the hotel's luxury service standards.
- Provide direction, coaching, support, and appropriate tools to Front Office colleagues to promote accountability, empowerment, and effective decision-making.
- Direct and coordinate Front Office activities to ensure smooth daily operations and effective communication with all hotel departments.
- Monitor staffing levels, scheduling, breaks, and departmental coverage to ensure operational needs are consistently met.
- Assist with monitoring daily arrivals, departures, room availability, occupancy, VIP arrivals, special requests, and other operational priorities.
- Maintain consistent communication with the Revenue Management team regarding occupancy, availability, room status, challenging reservations, and other revenue-related operational matters.
- Monitor and address guest feedback and service recovery opportunities through applicable hotel systems, including Nuvola, Guest Alerts, Glitch Log, Revinate, ReviewPro, TripAdvisor, and other guest feedback platforms.
- Track and maintain accurate records of guest issues, service recovery efforts, and resolutions to identify trends and opportunities for improvement.
- Respond directly to guest concerns and complaints when appropriate, ensuring timely and effective service recovery while protecting the guest experience and hotel interests.
- Review guest comments and satisfaction scores regularly and communicate trends, opportunities, and areas for improvement to Front Office colleagues and leadership.
- Ensure accurate and timely communication of guest preferences, VIP information, special occasions, requests, and service recovery details to the appropriate departments.
- Assist in ensuring Front Desk and Guest Services procedures are followed consistently, including check-in, check-out, payment procedures, room assignments, key control, guest requests, and cashiering procedures.
- Facilitate the onboarding, training, coaching, and ongoing development of Front Office colleagues to ensure compliance with company and brand standards.
- Continuously monitor the performance of Front Office colleagues and provide coaching, feedback, recognition, and corrective action when appropriate.
- Support the Front Office Manager in conducting performance evaluations and developing performance improvement plans when necessary.
- Assist in maintaining a positive, professional, and collaborative work environment that promotes employee engagement and retention.
- Participate in Fire Safety, Life Safety, Security, and Loss Prevention programs and ensure Front Office colleagues understand and follow established procedures.
- Ensure compliance with all applicable hotel policies, procedures, and safety regulations.
- Assist with resolving operational challenges between departments and facilitate effective communication to ensure seamless guest service.
- Monitor Front Office supplies, equipment, and operational needs and communicate deficiencies or replacement requirements to leadership.
- Review daily operational reports and assist with identifying discrepancies or issues requiring follow-up.
- Assist with managing room status discrepancies and communicate with Housekeeping and other departments to ensure rooms are accurately updated and available for sale.
- Support the Front Office Manager with departmental projects, initiatives, and special assignments as needed.
- Maintain a thorough knowledge of hotel facilities, services, outlets, local attractions, transportation options, and other information necessary to assist guests.
- Ensure all guest and colleague interactions are handled professionally, discreetly, and with a high level of attention to detail.
- Perform other duties and responsibilities as assigned by the Front Office Manager or Hotel Leadership.
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service
Qualifications
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job.
- Minimum 2–3 years of Front Office, Guest Services, or Rooms Division experience in a luxury, lifestyle, or upscale hotel environment.
- Minimum 1 year of supervisory or leadership experience within a Front Office or Guest Services operation preferred.
- Previous experience in a luxury or high-volume hotel environment strongly preferred.
- High school diploma or equivalent required; college degree in Hospitality Management, Business Administration, or a related field preferred.
- Strong knowledge of Front Office operations, including check-in/check-out, room assignments, guest requests, VIP services, cashiering, room status, and service recovery.
- Demonstrated ability to lead, coach, train, and motivate a diverse team in a fast-paced hotel environment.
- Excellent verbal and written communication skills, with the ability to communicate effectively with guests, colleagues, management, and other hotel departments.
- Strong problem-solving and decision-making skills, with the ability to remain calm and professional when handling challenging guest or operational situations.
- Proven ability to deliver exceptional guest service and create personalized experiences for guests.
- Strong organizational skills and attention to detail, with the ability to effectively prioritize multiple tasks and operational needs.
- Experience handling guest complaints, service recovery, VIP guests, and sensitive guest situations with discretion and professionalism.
- Ability to analyze guest feedback and operational information and implement appropriate follow-up actions.
- Working knowledge of hotel systems and technology; experience with PMS, guest feedback, communication, and task-management systems preferred.
- Ability to work a flexible schedule, including early mornings, evenings, weekends, holidays, and overnight coverage when required.
- Ability to handle confidential guest and hotel information with discretion.
- Strong knowledge of hotel safety, emergency, Fire/Life Safety, and Loss Prevention procedures.
- Must be able to work effectively in a fast-paced, high-energy, luxury lifestyle environment while maintaining professionalism and composure.
- Proficiency in Microsoft Office and general computer applications.
- Must be able to stand and walk for extended periods and perform the physical requirements of the position.
Additional Information
All your information will be kept confidential according to EEO guidelines.