Front Desk Manager

Job Description

Additional Information: This hotel is owned and operated by an independent franchisee, Doral Hotel Enterprises. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

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 & Development

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

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. $55,000.00 - $65,000.00

This company is an equal opportunity employer.

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