Assistant Front Office Manager

About the role

SLS LUX Brickell, a luxury hotel in the Brickell area of Miami, is looking for an Assistant Front Office Manager. The role supports the overall management and daily operations of the Front Office Department, ensuring exceptional guest experiences while upholding SLS LUX standards, brand standards, operational procedures and financial objectives. It is also a key point of contact for guests and hotel departments.

Key responsibilities

• Assist the Front Office Manager with the daily operation of the Front Desk, Guest Services and VIP Services.
• Act as a visible leader and primary point of contact for guests, colleagues and other departments, resolving guest needs promptly.
• Plan and attend hotel and departmental meetings, and ensure compliance with brand standards and policies.
• Monitor staffing, scheduling, breaks and coverage, and track arrivals, departures, room availability, occupancy and VIP arrivals.
• Keep close contact with the Revenue Management team on occupancy, availability and reservations.
• Monitor guest feedback across systems such as Nuvola, Guest Alerts, Glitch Log, Revinate, ReviewPro and TripAdvisor, and handle guest complaints and service recovery.
• Coach and develop Front Office staff, support performance evaluations, and help resolve operational issues between departments.
• Take part in Fire Safety, Life Safety, Security and Loss Prevention programs, and stay informed about hotel facilities and local attractions.

Required profile

• 2-3 years of Front Office, Guest Services or Rooms Division experience in a luxury, lifestyle or upscale hotel; previous experience in a luxury or high-volume hotel strongly preferred.
• 1 year of supervisory or leadership experience preferred.
• High school diploma or equivalent; a degree in Hospitality Management, Business Administration or a related field preferred.
• Flexible schedule, including early mornings, evenings, weekends, holidays and overnight coverage.
• Ability to stand and walk for long periods and handle confidential guest information.

Required skills

• Front Office operations: check-in/check-out, room assignments, VIP services, cashiering, room status and service recovery.
• Guest complaint handling, service recovery and VIP guest situations.
• Analysis of guest feedback and implementation of follow-up actions.
• Working knowledge of hotel systems; experience with PMS, guest feedback and task-management systems preferred.
• Proficiency in Microsoft Office and general computer applications.