Embassy Suites by Hilton Miami International Airport
Guest Experience Manager, Manager On Duty - Embassy Suites by Hilton Miami Airpo
Embassy Suites by Hilton Miami International Airport, Miami, Florida, us, 33222
Overview
Embassy Suites by Hilton Miami International Airport is seeking a Manager on Duty to join the Front Office team. This position reports to the Night Manager and will oversee 5 team members per shift (front desk, bell, and airport drivers).
Responsibilities
Oversee all hotel operations related to guest service and registration (check-in/check-out), staffing, room inventory and availability, guest service standards and initiatives, product quality, cost controls, and overall profitability.
Manage systems use and department policy and procedure implementation and enforcement.
Meet and greet guests, respond to inquiries and issues in a timely, friendly, and efficient manner, and resolve guest concerns.
Ensure team members have up-to-date knowledge of hotel products, services, facilities, events, pricing, policies, and local area information.
Assist in operational areas as needed (e.g., serve as bellperson, cover breaks).
Patrol the hotel to observe service and quality levels, and address safety and security concerns.
Monitor and assess service and satisfaction trends, evaluate issues, and implement improvements.
Complete and review reports and ensure compliance with company standards.
What we are looking for / Qualifications
Minimum 1–2 years of experience as a Front Office Manager in a hotel.
Open flexibility and willingness to work nights and overnights; previous hotel experience required.
Hilton and OnQ experience is highly preferred but not mandatory.
Bi-lingual language skills are highly preferred.
Shift pattern: Open availability for all shifts including overnights and weekend/holiday availability is required.
Benefits
Access to DailyPay for on-demand pay
Medical insurance for you and your family
Mental health resources
Best-in-class paid time off (PTO)
Go Hilton travel discount program
Parental leave
401(k) matching
Employee stock purchase program (ESPP) – Hilton shares at a discount
Educational benefits and career development
Team Member Resource Groups and recognition programs
Benefits may vary by property and applicable agreements
Location & Schedule Work location: Embassy Suites Miami Intl Airport
Schedule: Full-time
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Responsibilities
Oversee all hotel operations related to guest service and registration (check-in/check-out), staffing, room inventory and availability, guest service standards and initiatives, product quality, cost controls, and overall profitability.
Manage systems use and department policy and procedure implementation and enforcement.
Meet and greet guests, respond to inquiries and issues in a timely, friendly, and efficient manner, and resolve guest concerns.
Ensure team members have up-to-date knowledge of hotel products, services, facilities, events, pricing, policies, and local area information.
Assist in operational areas as needed (e.g., serve as bellperson, cover breaks).
Patrol the hotel to observe service and quality levels, and address safety and security concerns.
Monitor and assess service and satisfaction trends, evaluate issues, and implement improvements.
Complete and review reports and ensure compliance with company standards.
What we are looking for / Qualifications
Minimum 1–2 years of experience as a Front Office Manager in a hotel.
Open flexibility and willingness to work nights and overnights; previous hotel experience required.
Hilton and OnQ experience is highly preferred but not mandatory.
Bi-lingual language skills are highly preferred.
Shift pattern: Open availability for all shifts including overnights and weekend/holiday availability is required.
Benefits
Access to DailyPay for on-demand pay
Medical insurance for you and your family
Mental health resources
Best-in-class paid time off (PTO)
Go Hilton travel discount program
Parental leave
401(k) matching
Employee stock purchase program (ESPP) – Hilton shares at a discount
Educational benefits and career development
Team Member Resource Groups and recognition programs
Benefits may vary by property and applicable agreements
Location & Schedule Work location: Embassy Suites Miami Intl Airport
Schedule: Full-time
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