E11EVEN - Director of Front Office

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Inspired by the human condition in its many forms, E11EVEN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long.

Whether you jetset or prefer to reset, these residences offer moments and experiences that speak to each individual's taste and preference. Located within the creative and thriving metropolis of Miami, E11even Club Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture.

So reimagine yourself here and get to the essence of what living your way, is truly all about.

Leads all Front Office operations, including Guest Services, Valet, and Front Desk, ensuring every guest interaction reflects the energy, precision, and elevated service standards of E11EVEN Hotel & Residences.
• Sets clear expectations for service excellence by modeling attentive, friendly, and professional behavior at all times with guests, managers, and colleagues.
• Serves as the primary escalation point for guest requests, concerns, complaints, and service recovery, ensuring timely resolution and consistent followup to drive guest satisfaction.
• Motivates, develops, coaches, counsels, and disciplines Front Office leadership and teams in accordance with hotel standards, fostering a culture of accountability, confidence, and continuous improvement.
• Oversees recruitment, interviewing, and hiring for Front Office leadership positions, partnering closely with Human Resources to support recruiting efforts and ensure compliance with all hiring procedures and standards. Builds strong team morale through effective training, recognition, and development of Rooms Division leaders and frontline associates, ensuring consistency in service delivery across all shifts.
• Maintains professional, open lines of communication with all departments, promoting collaboration and alignment during daily operations and peak demand periods. Ensures full implementation and ongoing compliance with all Highgate policies, SOPs, and service standards, including completion of Service Standards by Position competencies and required training documentation.
• Drives revenue and productivity by monitoring oversold dates, supporting upsell initiatives, and partnering with Revenue Management on occupancy forecasting and highdemand periods. Conducts daily walkthroughs of Front Office spaces, public areas, and guestrooms to verify cleanliness, maintenance standards, and presentation while engaging employees and soliciting operational feedback.
• Manages labor productivity and expense control through schedule approvals, budget oversight, and financial discipline to maximize profitability. Prepares for and participates in weekly operational meetings and monthly financial reviews, contributing insights related to labor management, revenue performance, and Rooms Division trends.
• Supports succession planning by developing department leaders and preparing highpotential talent for future growth opportunities.
• Coordinates major Front Office initiatives and projects, including renovations, capital expenditures, system upgrades, and equipment transitions impacting hotel operations.
• Acts as liaison to the hotel's leased restaurant and retail partners, ensuring coordination, operational alignment, and a seamless guest experience throughout the property. Oversees all Front Office systems and platforms, including PMS, reporting tools, and Synergy MMS, ensuring data accuracy, timely followup, and operational reliability.
• Participates in the Manager on Duty program as scheduled, serving as a visible leader and decisionmaker during hotel operations.
• Ensures Front Office teams are knowledgeable of and aligned with current corporate marketing, loyalty, and brand programs, supporting consistent execution and guest engagement.
• Closely monitors VIPs, special guests, and highprofile stays to ensure personalized service delivery and elevated experiences.

• A minimum of six years of progressive experience in hotel operations or a related field is required, or a combination of education and experience that includes a fouryear degree with at least two years of related experience, or a twoyear degree with four or more years of related experience. Prior Front Office management experience is required, with demonstrated experience working within a luxury or lifestyle hotel brand where elevated service standards, attention to detail, and guest personalization are paramount. Proficiency in Microsoft Excel and Microsoft Word is required.
• The ideal candidate demonstrates strong verbal and written communication skills and consistently engages with guests and employees in a professional, attentive, friendly, and serviceoriented manner reflective of a luxury hospitality environment. Proven ability to actively listen, understand, and resolve concerns raised by guests and team members is essential, as is the ability to multitask, prioritize departmental responsibilities, and meet deadlines in a fastpaced, highenergy operation.
• This role requires flexibility to work long hours as business needs demand, maintain regular attendance in compliance with scheduling requirements, and participate in Manager on Duty coverage, required meetings, and trainings. A polished professional appearance and adherence to grooming standards consistent with a luxury brand are expected at all times.
• Strong problemsolving skills are required, including the ability to anticipate operational challenges, evaluate complex information from multiple sources, identify opportunities for improvement, and assist in implementing effective solutions that drive productivity and operational excellence. The ability to maintain discretion and handle confidential information with professionalism and integrity is essential, along with consistent compliance with Highgate standards, policies, safety regulations, and brand expectations.