Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART." - Morris Lapidus A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

The Hotel Manager is responsible for ensuring total guest satisfaction on a daily basis and that all guest related issues are resolved in a manner consistent with the company's goals and objectives. The Hotel Manager will report to the Assistant Director of Rooms.

1. Monitor all guest challenges and coordinate resolution with the Department Leaders so that challenges are handled in a timely manner, improving guest satisfaction scores.

2. Hold Department Leaders accountable for timely follow up through a daily report that is reviewed with the Executive Team.

3. Work with IT to ensure all HotSOS New User Setup, Profile Management and Automatic Reporting is processed correctly.

4. Train team members to ensure consistency in the use of HotSOS.

5. Assist departments hotel-wide with HotSOS reporting, creating awareness of inconsistent service delivery and of guest challenges.

6. Create and lead the HotSOS Excellence Committee to improve the knowledge and use of HotSOS amongst team members hotel-wide.

7. Handle all HotSOS escalations and rules (Service Orders & Guest Challenges).

8. Acts as a liaison between Room and F&B to bridge the gap and create consistent service recovery.

9. Conduct daily walkthroughs of the property to ensure front of the house is clean and communicate any challenges with Internal Maintenance/Engineering.

10. Ensure compliance by all personnel with Company and departmental rules, policies, and procedures.

11. Perform other related duties as assigned.

Qualifications

• Have a comprehensive understanding of operating systems to include: OPERA and HotSOS.
• Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information while effectively understanding and communicating service responses.
• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events.
• Excellent verbal communication and guest resolution skills.
• Ideal candidate will possess a bachelor's degree in management, hospitality services, business administration or other related field.
• Minimum of three years guest service operations experience. Two years supervisory experience preferred.