What are the responsibilities and job description for the Hotel Front Desk Manager position at Tailor Made Hospitality?
Properties: Element Doral & Aloft Doral – Doral, Florida
Reports To: General Manager / Area Director of Operations
Department: Front Office
Status: Full-Time, Exempt
Position summary:
The Dual Property Front Office Manager is responsible for the overall leadership, strategic direction, and efficient operation of the Front Desk, Guest Services, and related guest-facing functions at both Element Doral and Aloft Doral. This role ensures exceptional guest satisfaction, operational excellence, and Marriott brand compliance across two distinct lifestyle properties.
Key Responsibilities:
Operational Leadership:
- Oversee daily Front Office operations for both properties, ensuring seamless guest service delivery.
- Maintain lobby presence during peak hours to support staff and engage guests.
- Manage scheduling and staffing for both hotels based on business needs.
- Monitor room inventory, rate strategies, and forecasts in coordination with Revenue Management.
- Uphold all Marriott brand standards, SOPs, and quality assurance requirements.
Guest Service & Satisfaction:
- Handle VIP arrivals, elite guest experiences, and special requests with personalized attention.
- Lead guest recovery efforts and ensure timely follow-up through GXP and internal communication channels.
- Drive a strong guest-service culture through coaching, recognition, and accountability.
Team Management & Devolopment:
- Recruit, hire, train, and develop all Front Desk, Guest Services, and Night Audit staff across both locations.
- Conduct regular performance evaluations, deliver feedback, and create development plans.
- Foster a positive and productive work environment that encourages teamwork and growth.
Financial & Administrative Duties:
- Manage departmental budgets, payroll, and labor costs efficiently.
- Review expenses, approve invoices, and participate in monthly financial reviews.
- Oversee cash handling, credit card compliance, and daily financial procedures.
Safety, Security & Compliance:
- Enforce hotel safety protocols and ensure both properties adhere to loss prevention standards.
- Train staff on emergency procedures and maintain compliance with all policies.
Interdepartmental Collaboration:
- Work closely with Housekeeping, Engineering, Sales, and F&B to ensure operational alignment.
- Attend leadership meetings and support property initiatives as assigned.
Qualifications:
Required:
- Minimum 2–3 years of Front Office leadership experience (Supervisor or Manager level), preferably within Marriott brands.
- Proficiency in Marriott systems including Lightspeed (PMS), GXP, and MGS platforms.
- Strong understanding of guest satisfaction metrics and elite loyalty program requirements.
- Outstanding leadership, communication, and conflict-resolution skills.
- Ability to manage operations across two hotels simultaneously.
- Flexible availability, including weekends and holidays.
Preferred:
- Experience managing dual property operations or multi-unit hotel clusters.
- Familiarity with Element and Aloft brand standards.
- Bilingual (English/Spanish) strongly preferred.
- Knowledge of additional systems such as HotSOS, MI Portal, and Mobile Key platforms.
Benefits:
- Health Insurance
- Dental Insurance
- 80 Hours of Paid Vacation Annually
- Complimentary Daily Lunch Provided by the Restaurant
- Hotel/brand travel discounts available per company policy.
Core Competencies:
- Leadership & Coaching
- Guest-Focused Service Excellence
- Problem Solving & Recovery
- Financial Acumen
- Multitasking & Time Management
- Adaptability in Multi-Property Settings