Front Office Manager - PM Shift

About Us Celebrate your style at Aloft Miami Airport, a hip new hotel that's only 15 minutes from Miami International Airport (MIA). We are different by design at the Aloft Miami Airport and it's all about fun at work in a relaxed environment with professionals constantly aspiring to exceed guest expectations. The Aloft brand is the perfect platform to enter the Hospitality industry with hands on exposure to Hotel Operations and a team that supports each other. We offer free parking for our associates, competitive pay and benefits in an environment that promotes growth and development. Are you ready to join our Vibrant Team? We value U.S. military experience. Compensation Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? Yes Overview Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. Essential Duties and Responsibilities Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied. Implement company and franchise programs. Prepare forecasts and reports and assist in the development of the room's budget. Monitor and maintain the front office systems and equipment to ensure their optimum performance. Track guest satisfaction surveys and maximize usage of the guest response tracking system. Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs. Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. Communicate both verbally and in writing to provide clear direction to staff. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. Regular attendance in conformance with the standards is essential to the successful performance of this position. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned. Qualifications and Skills #J-18808-Ljbffr Hei Hotels Inc.