Front Office Director

Front Office Supervisor - Miami Beach

Miami Beach, Florida, United States

About the Job

At Yurbban, we don't just offer accommodation, we create moments worth remembering. We are a hotel group with soul, where hospitality, sustainability, and authenticity go hand in hand. We are driven by the desire to surprise, to do things right, and to enjoy the process along the way.

WOW, CONSCIOUS, HONEST, PASSION, and TEAM are much more than just words: we love to innovate, we care for people and the planet, we act with transparency, we give 100% in every challenge, and above all, we work together to achieve it.

Being part of Yurbban means growing in an environment where ideas matter and good vibes are part of our DNA. We operate hotels and restaurants in Barcelona, Madrid, Seville, San Sebastin, Miami, Cha, and Bogot, with a clear purpose: to make every experience unique.

Responsibilities

• Supervise front office, supervisors, bellmen and valet parking employees to ensure prompt and complete resolution of guest calls and requests.
• Monitor trip advisor campaigns, VIP arrivals, breakfast coupons, office supply inventory and commission reconciliations.
• Oversee the front office department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette.
• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management.
• Track all guest issues from various sources and report results. Identify trends for resolution.
• Address complaints; serve as manager on duty as needed.
• Ensure all guest requests/issues are logged.
• Track and maintain records of all guest issues and recovery from TripAdvisor/guest alerts/glitch log in HUBOS (once implemented).
• Monitors and reviews guest comments via the TrustYou to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary.
• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean.
• Perform departmental administrative duties.
• Assist in recruitment, hiring, training, orientation of and communication to department personnel.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service.
• Ensure compliance of brand standards, operating procedures and policies.
• Facilitates the training and development of all employees to Yurbban Hospitality Group standards.
• Participate actively in front desk up-selling and cross-selling.
• Review daily front office tasks and reports generated by Night Audit.

Requirements

• Bachelors degree preferred. High school diploma or equivalent required.
• Minimum two (2) years of management experience in a front office leadership role, preferably in an upscale or lifestyle brand hotel.
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values.
• An intermediate to proficient understanding of computer systems such as: roommaster, lightspeed, HUBOS, microsoft word, excel & outlook is preferred.
• Enter and locate work related information using computers and/or point of sale systems.
• Ability to spend extended lengths of time viewing a computer screen.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail.
• Maintain positive and productive working relationships with other employees and departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

Schedule: This position requires fully availability during mornings and afternoons, shift of 8 hours could be arranged between 6:00 am to 12:00 am, weekends required.

Work Location: Miami South Beach, FL.

Physical Demands: This position requires the ability to sit for extended periods while working at a computer, and to lift and carry items weighing 15 pounds or more. Prolonged periods of being stand as well.

Work Authorization: Employee must be legally authorized to work in the United States.

FSLA Classification: Exempt

What We Offer:

• Salary according to position and experience.
• Career growth opportunities within a fast-expanding group.
• Continuous training through Yurbban Academy.
• A workplace where professionalism and great atmosphere go hand in hand.
• Quarterly afterworks and teambuilding activities.
• Paid Time off, Holidays paid + your birthday off.
• Discounts on all national and international stays for you, your family, and friends.
• Discounts on Wellness and GYMs.
• Health and Retirement (Health, Vision, Dental, Alternative Care and retirement plans).

If you want to be part of an experience where every day is an opportunity to create unforgettable moments for our guests, apply now!

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