Front Desk Manager

Front Desk Manager The Standard Spa, Miami Beach - 2.5 Miami Beach, FL Job Details Full-time $62,000 - $65,000 a year 2 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications Resort Managing teams in a customer support role Team leadership Operational management English Managing hospitality teams Frontline customer support management Property management systems (PMS) Guest services software Full Job Description We're seeking a dynamic and service-driven Front Desk Manager to lead our Front Office team and help shape the first and last impression of every guest stay. This role is ideal for someone who thrives in a fast-paced hospitality environment, leads with energy and accountability, and understands how to balance operational excellence with personalized guest service. From overseeing daily front office operations to coaching teams and resolving guest concerns, the Front Desk Manager plays a key role in bringing The Standard experience to life. And while you'll be leading one of the most visible departments in the hotel, the real perk is the lifestyle that comes with it. Why You'll Love Your New Lifestyle We offer a benefits package designed to ensure you feel as taken care of as the guests you're supporting. Complimentary Access to our Spa & Gym Facilities Up to 3 fitness classes per week including yoga, pilates, and bootcamp Exclusive Spa Discounts on treatments and services Designated Employee Pool Days during the summer Restaurant Discounts across all property outlets Boutique Discounts on retail items and essentials Medical, Dental & Vision Coverage Company-paid Life Insurance Short-Term & Long-Term Disability Insurance 401(k) Retirement Plan with Company Match Paid Time Off starting from day one 8 Paid Holidays , including a floating holiday Work where hospitality, culture, and community come together… every day. Position Summary The Front Desk Manager is responsible for overseeing the daily operations of the Front Office department, ensuring exceptional guest experiences, operational efficiency, and adherence to The Standard's service standards. This role leads and supports the Front Desk team while partnering closely with Housekeeping, Guest Relations, Valet, Reservations, and other operational departments to maintain seamless communication and service throughout the guest journey. The Front Desk Manager serves as a hands-on leader who drives guest satisfaction, develops team members, and ensures the Front Office operates with professionalism, urgency, and attention to detail. Key Responsibilities Oversee all Front Desk operations to ensure smooth, efficient, and guest-focused service. Ensure all guest requests, complaints, and service recovery opportunities are handled promptly and professionally. Maintain strong lobby presence and support VIP arrivals, departures, and special requests. Ensure adherence to all Standard service standards and operational procedures. Partner closely with Valet, Housekeeping, Reservations, Spa, and F&B teams to deliver a seamless guest experience. Supervise, coach, and develop Front Office Supervisors, Front Desk Agents, Bell/Luggage Attendants. Lead daily operations while providing guidance, accountability, and support to all team members. Assist with recruitment, interviewing, onboarding, and training of Front Office employees. Conduct coaching conversations, performance reviews, and disciplinary actions when necessary. Foster a collaborative, positive, and service-driven culture within the department. Monitor occupancy levels and communicate accurate information across all hotel departments. Assist with scheduling, payroll review, labor management, and staffing coverage. Ensure all cash-handling, billing, audit, and credit procedures are properly followed. Maintain organization and accuracy of departmental records, reports, and logs. Assist in developing and implementing SOPs aligned with company standards. Ensure office supplies, equipment, and operational tools are maintained and functioning properly. Maintain working knowledge of PMS systems, Nuvola, Micros, EPRO, Birchstreet, and related hotel systems. Troubleshoot operational or system-related issues as needed. Ensure proper communication through Front Desk logs and departmental reporting. Monitor departmental expenses and operational efficiency. Ensure all company policies, safety standards, and security procedures are followed. Maintain superior standards of cleanliness, organization, and professionalism throughout the Front Office and lobby areas. Support emergency procedures and respond appropriately to operational or guest-related emergencies. Required Skills & Qualifications Minimum of 2-3 years of Front Office leadership experience in a hotel or resort environment. Previous supervisory or management experience required. Strong understanding of hotel operations and guest service standards. Experience with PMS systems (Opera preferred) and hotel operational software. Excellent communication, leadership, and problem-solving skills. Strong organizational and multitasking abilities. Ability to work under pressure in a fast-paced environment. Fluent in English; bilingual abilities preferred. Flexible schedule availability including weekends and holidays is required. Core Competencies Leadership & Team Development Guest Service Excellence Communication & Collaboration Problem Solving & Decision Making Attention to Detail Adaptability Operational Efficiency Accountability & Professionalism Physical Requirements Ability to stand and walk for extended periods of time. Ability to lift, push, pull, and carry up to 25 pounds. Ability to bend, kneel, crouch, and move throughout the property as needed. Ability to work flexible and extended hours when operationally necessary.