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Evening Front Office Manager (Pre-opening role)

Crescent Hotels & Resorts, Operations

Mayfair House Hotel & Garden

3000 Florida Avenue

Miami, FL 33133

Telephone (305) 441-0000

Evening Front Office Manager (Pre-opening role)

Mayfair House Hotel & Garden

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Who We Are:

Come work alongside a dynamic team at the newly renovated Mayfair House Hotel and Garden. This glamorous Gaudi-inspired hotel is nestled into the bohemian Coconut Grove enclave. 

We are looking for a highly motivated and energetic individual who has a passion for service. Enthusiastic employees can help take positive guest experiences to the next level. You’ll be working in a diverse work environment that fosters curiosity, collaboration, and connection.

Summary: Assist the Rooms Division Manager in administration and management of all Front Office Operations to maintain profitability, control costs and quality standards to ensure total guest satisfaction.

Essential Duties and Responsibilities: Include the following. Other duties may be assigned.

  • Supervise all Front desk Agents, Reservations, Bell, Valet, PBX & Front Office Supervisors.
  • Frequently serves in role as Manager on Duty during peak evening hours.  
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Create and post all Front Office associate schedules.
  • Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
  • Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Comply with attendance standards and be available to work on a regular basis.
  • Perform any other job-related duties as assigned by Director of Front Office.
  • Diplomatically handle guest complaints including situations that arise when hotel is oversold, irate guests, etc.
  • Assist the Rooms Division Manager as needed.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum of 2+ years working in a previous Front Office supervisory role, preferably within a luxury/lifestyle hotel environment.
  • Ability to communicate with and discipline front desk staff along with other resort departments, especially Accounting, Sales and Catering.
  • Ability to prepare computer reports and room keys utilizing general office equipment.
  • Maintain the accuracy of records and posting room charges.
  • Pleasant demeanor with guests of the resort.

Education and Experience: Bachelor’s degree preferred, but not required. High School Diploma required, previous front desk / guest service experience in a management capacity at a luxury or lifestyle hotel. Reservation knowledge is helpful.

Benefits:

  • Exceptional benefit plan for eligible associates & their family members
  • 401K matching program for eligible associates
  • Opportunity to grow with us, a top-rated company on Glassdoor
  • Discounts to Crescent managed properties in North America for you & your family members
  • A workplace that you can be proud of, where you are valued, trusted, and supported by the team

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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