Front Office Manager

Reports to: Director of Front Office

Job Summary:

The Front Office Manager will be the face of The Betsy and will ensure visitors feel welcomed. The position entails assisting the Director of Front Office in managing the guest experience from the moment they make a reservation to the moment they check out and beyond. This role will focus on coordinating the day-to-day activities and supervising the staff of several departments, including Front Desk, Bell Services, Concierge, Beach Services, Valet, and Reservations. The Front Office Managerwill have an active role in ensuring the financial success of the business by effectively managing the rooms inventory, delivering first -class customer service and controlling costs.

Responsibilities and Duties Include but Not Limited to the Following:

• Develops and implements policies, procedures, and standards for the operation of the Front Office departments.
• Actively engages guests before, during and even after their stay, to ensure that we exceed their expectations. This will be accomplished by offering guests a heartfelt welcome, answering their inquiries pertaining to their stay, resolving their complaints expediently, and anticipating their needs.
• Participate in financial activities, such as managing the rooms inventory, collecting payment, developing up-sell programs, and controlling costs.
• Confers and cooperates with other hotel leaders to ensure sharing of important information, coordination of hotel activities and adherence with hotel policies, procedures and standards.
• Interviews, hires, trains, develops, supervises, coaches, disciplines, schedules, and assigns duties to staff members to ensure that they adhere to hotel’s policies and procedures and that they meet our quality and service standards.
• Periodically inspects guest rooms, public areas, and grounds for cleanliness, sanitation, safety, functionality and appearance.
• Ensures that the Front Office staff has the tools, supplies and equipment required to deliver on the hotel’s standards.
• Maintain close communication with third party providers, such as Valet and Beach Services, to ensure that their performance meets our hotel’s standards.
• When necessary, provide support to line staff with day-to-day activities such as checking guests in or out, escorting guests to their rooms, and answering phones.
• Performs any additional duties as assigned by the Hotel Manager or other member of the leadership team.

Build Leadership Influence with Guests, Community and Owners

• Establishes a presence for The Betsy brand and the hotel in the local community and builds strategic alliances to embed what’s happening inside the hotel with what’s happening outside of it.
• Goes beyond just addressing what’s not working, making sure to recognize the exceptional and continually enhance the standard for what defines best-in-class service delivery at The Betsy.

Job Requirements:

• A High School Diploma or an equivalent certification is required.
• A degree in Hospitality Management or related field is preferred.
• 2 years of previous experience in a similar role is required.
• Excellent leadership, management, and team building skills are required.
• Strong verbal and written communication skills in the English language are required. Proficiency in a second language is preferred.
• General proficiency with computers is required. Experience working with the following computer systems (or similar) is preferred: Microsoft Office Suite (Word, PowerPoint, and Excel); Opera Cloud PMS; Toast POS; HotSOS guest service management system; ADP TotalSource HRIS and Payroll; G-Suite.
• The ability to multitask, prioritize, and manage time while paying attention to details is required.
• The candidate must be professional, self-disciplined, well-mannered and trust-worthy.

The Betsy – South Beach is an equal opportunity employer, harassment-free and a drug-free workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.