Front Services | Front Services Manager

"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.

The Front Service Manager oversees all front drive, bell, and door service operations to ensure an exceptional arrival and departure experience for every guest. This leader ensures service excellence, operational efficiency, and alignment with Fontainebleau’s luxury service standards. The role is responsible for team leadership, guest issue resolution, logistics coordination, and compliance with departmental and company policies, including all Collective Bargaining Agreement guidelines.

Examples of Duties, includes but is not limited to the following

Operational Leadership

• Lead and oversee the daily operations of the front drive, bell services, and door services to ensure seamless, efficient, and guest-focused service.
• Monitor driveway traffic patterns and adjust staffing levels in real time to maintain safety, flow, and service standards.
• Coordinate logistics for all VIP arrivals, group movements, special events, and alternative large-group luggage storage needs.
  
  
  

Service Excellence & Guest Experience

• Serve as a primary point of escalation for guest concerns; resolve issues promptly and professionally to ensure guest satisfaction.
• Uphold and enforce service standards, Standard Operating Procedures (SOPs), and department policies.
• Recommend enhancements to front service processes and guest service efficiencies.
  
  
  

Team Leadership

• Hire, train, schedule, coach, and develop front service team members in accordance with property standards and the Collective Bargaining Agreement.
• Communicate goals, expectations, and performance feedback regularly; foster a culture of teamwork, accountability, and excellence.
• Ensure consistent adherence to all key control, safety, and security procedures.
  
  
  

Administrative Responsibilities

• Prepare schedules and manage labor planning to ensure optimal coverage while meeting budget expectations.
• Maintain accurate records, reports, and departmental documentation.
• Perform additional duties and special projects as assigned.
• Experience working in a unionized environment with strong understanding of Collective Bargaining Agreement rules and provisions.
• Knowledge of front services operations, including bell, door, and drive standards.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities and the capacity to make sound decisions in fast-paced, guest-dense environments.
• Ability to perform basic/intermediate math and operate standard office equipment (computer, 10-key, copier, fax, telephone).
• Ability to read, write, and communicate effectively in English.
• Strong organization skills with high attention to detail and follow-through.
• High school diploma or equivalent required.
• Minimum 3 years of front services or guest services operations experience.
• Minimum 2 years of supervisory or leadership experience strongly preferred.