CoralTree Hospitality

Manages luxury hotels, resorts, residences

Front Office Manager

Hotel Guest ServicesPosted on Nov 5

Full-timeFort Lauderdale, FL, USANo salary listedIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
Five or more years of experience as a manager or director in the hospitality industry is required, preferably in a luxury four- or five-star/diamond hotel or resort.
Thorough knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Star Standards is required.
Ability to effectively communicate verbally and in writing with guests, vendors, and coworkers is required.
Strong organizational, motivational, interpersonal, and multitasking skills are required.
Strong critical-thinking, problem-solving, judgment, and decision-making abilities are required.
Ability to cope effectively with change, handle risk and uncertainty, and shift gears quickly while remaining composed under pressure is required.
Flexibility to meet the demands of a 24-hour operation, including varying schedules, holidays, and weekends, is required.
Ability to sit and work at a desk for extended periods is required.
Ability to use a computer, keyboard, mouse, telephone, and other standard office equipment for extended periods is required.
Ability to stand, walk, bend, reach, and move throughout the office or workplace is required.
Ability to communicate effectively in person, by telephone, and through electronic communication is required.
Ability to occasionally lift and/or carry office materials, files, supplies, or equipment weighing up to 40 pounds is required.
Ability to perform repetitive hand and wrist movements associated with computer and office equipment use is required.
Ability to maintain visual attention and concentration for extended periods while working on a computer and reviewing documents is required.
Ability to navigate office areas safely, including walking between workstations, meeting rooms, and common areas, is required.

Responsibilities

Manage all aspects of Front Office functions, including the Front Desk and Call Center, in accordance with resort standards, AAA standards, and Forbes Travel Guide standards.
Direct, implement, and maintain a service and leadership culture that encourages team members and guests to seek extraordinary moments.
Maintain complete knowledge of, and comply with, resort and departmental policies, service procedures, and standards.
Ensure efficient Front Office team operations and effective handovers.
Ensure that the Front Office team knows and adheres to Pier Sixty-Six Resort and Forbes standards.
Anticipate guest needs, respond promptly, acknowledge guests at all times, and maintain positive guest relations.
Resolve guest complaints and ensure guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Maintain complete knowledge of hotel features and services, hours of operation, room types and locations, room rates and promotions, house count, expected arrivals and departures, room availability, group activities, and hotel and departmental policies and procedures.
Maintain knowledge of software systems used within the resort.
Establish par levels for supplies and equipment and submit requisitions to replenish shortages or obtain items needed for anticipated business.
Monitor office-supply, operating-supply, and uniform expenses; track actuals against budget; and keep current rate, package, and promotion information available to Front Desk team members.
Review daily business levels, anticipate critical situations, and plan effective solutions.
Review and monitor Front Office team schedules to ensure productivity and adequate operational support; monitor team activities, standards, support, and guest service.
Conduct pre-shift meetings and review information pertinent to the day's business.
Monitor check-in and check-out, assist as needed to resolve critical situations, expedite guest processing, and prevent lobby congestion.
Monitor and ensure express check-outs are processed through the system.
Follow hotel requirements for guest and team-member accidents or injuries and emergency situations.
Act on matters related to guest and employee safety, security, satisfaction, and well-being when senior managers are unavailable, and respond effectively to emergencies and safety situations.
Monitor and ensure cashiering procedures comply with accounting policies and standards.
Review the previous night's no-shows and verify billing.
Assist Accounting with researching disputed charges and contact guests as needed to explain disputes regarding Front Office procedures.
Anticipate sold-out situations, track overbooked rooms, and handle overbooked or walked guests.
Audit nearby hotels daily for room status, rates, discounts, and packages, and maintain a current list of available locations for walk situations.
Anticipate low-occupancy periods and coordinate room blocking with the Director of Housekeeping to optimize labor costs, deep cleaning, and room maintenance.
Review arrival reports for accuracy and completeness and correct deficiencies with the relevant personnel.
Ensure VIPs are pre-registered and monitor their arrivals; greet and escort VIPs to their rooms.
Coordinate with Housekeeping management on room status, readiness for check-in, and guest concerns.
Print special-request reports and block rooms according to specifications.
Balance room types daily.
Print and review credit-check reports and follow up on accounts beyond approved credit limits.
Review resumes for arriving groups and organize and coordinate master accounts and check-in or pre-registration of VIPs and planners.
Review and approve late check-out requests based on occupancy, and communicate decisions to Housekeeping and other necessary team members.
Review out-of-order rooms daily with relevant departments to confirm current status and estimated return-to-inventory dates.
Ensure training checklists and new-hire onboarding materials are updated and followed by the appropriate leader.
Provide performance feedback to team members, handle disciplinary problems, and counsel team members.
Foster a cooperative working climate that maximizes productivity, morale, and engagement.
Prepare and submit daily and weekly payroll records.
Complete maintenance work orders and submit them through Alice; contact Engineering Leadership directly for urgent repairs.
Review assignment status and follow-up actions with the oncoming Manager on Duty.
Perform additional tasks assigned by management.

Desired Qualifications

Completion of college-level courses concentrated in Business or Hospitality is strongly desirable.
CPR certification is highly preferred.
Fluency in multiple languages is highly preferred.

Overview

South Florida’s beacon of hospitality, Pier Sixty-Six Resort returned Fort Lauderdale.. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We currently have an opportunity for a well-rounded and seasoned Front Office Manager to join our Pier Sixty-Six Resort team!

Front Office Manager is responsible for the management of all aspects of the Front Office functions (Front Desk and Call Center), in accordance with Pier Sixty-Six standards, AAA and Forbes Travel Guide Standards. Directs, implements, and maintains a service and leadership culture which encourages both team members and guests to seek moments to be extraordinary

Responsibilities

Maintain complete knowledge of and comply with all resort and departmental policies/service procedures/standards.
Ensure efficient operation of the Front Office team with the efficient handover.
Ensure the Front Office team is knowledgeable and fully adheres to both Pier Sixty-Six Resort and Forbes standards.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at any time of day, while maintaining positive guest relations.
Resolve guest complaints, ensuring guest’s complete satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled in-house group activities, locations and times.
- All hotel and departmental policies and procedures.
Maintains software knowledge of systems utilized within the resort.
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget Ensure that current information on rates, packages and promotions is available at the Front Desk and that all team members are knowledgeable on such.
Review the daily business levels, anticipate critical situations, and plan effective solutions to expedite these situations best.
Reviews and monitors the schedules of the Front Office team to ensure productivity and adequate support based on operational needs. Monitors their activities to ensure that standards are being met, the team is being supported, and guest needs are being met.
Conduct pre-shift meetings with team members and review all information pertinent to the day's business.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to alleviate the pressure and process the guest expediently, avoiding congestion in the Resort Lobby.
Monitor and ensure that express check-outs are processed through the system.
Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
Act in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively to any hotel emergency or safety situation.
Monitor and ensure all cashiering procedures comply with accounting policies and standards.
Review the previous night's no-shows, verify and ensure billing of such.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
Audit surrounding area hotels daily for room status, rates, discount rates, and packages. Maintain a current list of available locations for walk situations.
Anticipate low occupancy periods and coordinate room blocking with the Director of Housekeeping to maximize labor costs, deep cleaning, and room maintenance.
Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
Work closely with Housekeeping management to ensure each room's accurate status, the rooms' readiness for check-in, and to report guest concerns.
Print special requests report and block according to specifications.
Balance room types daily.
Print credit check report and review the status of each account. Follow up on accounts beyond approved credit limits.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
Review requests for late check-outs and approve them according to occupancy. Communicate this information to Housekeeping and all necessary team members.
Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return to room inventory.
Ensure training checklists and new hire onboarding materials are updated and adhered to by the appropriate leader.
Provide feedback to team members on their performance. Handle disciplinary problems and counsel them.
Foster and promote a cooperative working climate, maximizing productivity, team member morale, and engagement.
Prepare and submit daily/weekly payroll records.
Complete work orders for maintenance repairs and submit them via Alice. Contact Engineering Leadership directly for urgent repairs.
Review the status of assignments and any follow-up action with the on-coming Manager on Duty.
Perform additional tasks assigned by management.

Qualifications

High school diploma or equivalent
Completion of College Level courses with a concentration in Business or Hospitality is strongly desirable.
Five (5) or more years of experience as a manager or director in the Hospitality Industry, preferably in a luxury 4 or 5-star/diamond hotel or resort.
Thorough knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Star Standards.
Certification in CPR is highly preferred
Ability to effectively communicate with guests, vendors, and co-workers, both verbally and written.
Strong organizational, motivational, interpersonal and multi-tasking skills.
Strong critical thinking, problem-solving, judgment, and decision-making abilities.
Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
Ability to cope effectively with change, comfortably handle risk and uncertainty, and shift gears at a moment’s notice while remaining composed under pressure. Do not show frustration when dealing with upset guests or team members.
Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and property's demands.

Physical Requirements

Ability to sit and work at a desk for extended periods of time.
Ability to use a computer, keyboard, mouse, telephone, and other standard office equipment for extended periods.
Ability to stand, walk, bend, reach, and move throughout the office or workplace.
Ability to communicate effectively in person, by telephone, and through electronic communication.
Ability to occasionally lift and/or carry office materials, files, supplies, or equipment weighing up to 40 pounds.
Ability to perform repetitive hand and wrist movements associated with computer and office equipment use.
Ability to maintain visual attention and concentration for extended periods while working on a computer and reviewing documents.
Ability to navigate office areas safely, including walking between workstations, meeting rooms, and common areas.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

Group medical, dental, vision, life, and disability benefits
Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
An employee assistance program
Paid time off/sick time
Participation in a 401(k) plan with a company match
Complimentary team member meals
Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality. #piersixtysixresort

About the Company

CoralTree Hospitality

Manages luxury hotels, resorts, residences

CoralTree Hospitality manages luxury hotels, resorts, and residences across the United States, offering comprehensive management services for independent, branded, and soft-branded properties, plus specialized management for golf courses, spas, HOAs, and memberships. It operates with a decentralized, on-site leadership model and delivers operations, marketing, sales, revenue management, brand development, and HR support under management agreements with property owners; it can also oversee vacation rental units and HOA services, recently launching the CoralTree Residence Collection with 1,100+ residences. The company differentiates itself through market-driven, on-site empowerment, a focus on luxury lifestyle properties, and its lineage from Destination Hotels and Two Roads Hospitality supported by Lowe. CoralTree’s goal is to improve property performance and profitability, expand its portfolio, and grow its residence and rental-management offerings across the United States.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Englewood, CO
Founded: Not listed

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