Front Desk Manager - Miami Gardens, FL

HHM Hotels is a distinguished hospitality management company known for delivering exceptional guest experiences across a diverse portfolio of properties. With a strong commitment to excellence, innovation, and sustainable practices, HHM Hotels strives to set industry standards in operational quality and guest satisfaction. Their culture is built around core beliefs such as People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It, which reflect a dedication not just to business success, but to making a meaningful impact on guests and employees alike. Within this dynamic enterprise, the role of Front Desk Manager is pivotal. This position encompasses managing the front desk operations to meet or exceed the company's operational standards while consistently delivering the highest level of guest service. The Front Desk Manager acts as a key figure in leadership, supporting and coaching associates, implementing and monitoring operational procedures, and ensuring guest satisfaction. The role offers a pathway for career progression, including routes to Front Office Manager, Rooms Division Manager, and ultimately Assistant General Manager, highlighting the company's investment in employee growth and development. The Front Desk Manager is responsible for leading the front desk team by interviewing, selecting, training, scheduling, coaching, and supporting associates to align with established brand and hotel standards and HHM's core values. They oversee all front office operations during the absence of the Assistant General Manager and maintain an active presence at the front desk to handle guest check-ins, check-outs, billing, and requests. This role demands problem-solving skills, particularly in resolving guest complaints through thorough investigation and effective solutions. Additionally, the Front Desk Manager responds to brand guest alerts, actively works to improve guest satisfaction scores, and participates in guest engagement activities, fostering personal connections to encourage repeat visits. They also assist in food and beverage operations when required, monitor front office financial operations, ensure compliance with accounting controls, and participate in the development and monitoring of departmental budgets and forecasts. This role entails maintaining correspondence logs, ensuring communication updates from the brand are passed on to staff, managing inventory for front office supplies and gift shop merchandise, and collaborating with the sales department to maintain group reservations and rooming lists. Attention to occupancy management is crucial to optimize room use and minimize overbooking. The position also requires adherence to sustainability guidelines under HHM's EarthView program and commitment to safe work practices following OSHA and MSDS standards. The work environment includes varying schedules, with potential shifts on weekends and holidays, and physical requirements such as standing for extended periods and occasional lifting, making it suitable for individuals ready to engage actively in a frontline hospitality role.

• Associate's or Bachelor’s degree preferred
• 1 to 3 years hospitality related experience, including front desk operations experience