E11EVEN - Front Office Manager

Compensation Type

Highgate Hotels

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

Location

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.

Overview

Under the general guidance of the Director of Front Office, the Front Office Manager oversees the daily operations of the Front Office Department at E11EVEN Club Hotel & Residences, ensuring that the Front Desk and communications meet hotel standards for maximum guest satisfaction. The Front Office Manager acts as the main contact for guests and other hotel departments in the absence of the Director of Front Office.

Responsibilities

• Act as manager on duty in the absence of the Director of Front Office and Director of Hotel Operations, handling complaints, problem solving, disturbances, special requests, and any other issues that may arise.
• Manage the night shift and direct all overnight hotel operations to ensure guest safety and service standards are met, coordinating Front Office activities with other departments.
• Supervise and develop overnight front desk staff, including scheduling, assigning nightly work, training, coaching and counseling, evaluations, and recognition.
• Communicate to night staff all nightly activities, group and VIP arrivals, special requests, and frequent guests.
• Complete audit procedures and ensure all audit reports and forms are completed accurately and in a timely manner.
• Provide an accurate end-of-shift report of arrivals, departures, VIPs, and shift notes to Front Office, Hotel Management, and Executive Committee members.
• Participate in guest relocation decisions on overcapacity nights and ensure a smooth relocation process, in coordination with the Director of Front Office and/or Director of Hotel Operations.
• Greet and welcome guests in a friendly and helpful manner, provide accurate information such as outlet hours and local attractions, and ensure public areas are kept clean and tidy.
• Ensure guests are properly registered in the system, verifying reservation, address, and credit information.
• Promptly answer the telephone, retrieve messages, and communicate them to guests.
• Accept payment at registration and check-out, post charges to guest rooms and house accounts, close guest accounts, and ascertain guest satisfaction.
• Maintain a house bank, make daily deposits with accurate reports of receipts, cash checks, and exchange currency for guests.
• Field and resolve guest complaints through thorough research and effective solutions satisfactory to both the guest and the hotel, working toward problem prevention through long-term planning.
• Effectively manage the OPERA, HotSOS, and iVvy systems.
• Directly manage the Rooms Controller and indirectly manage all subordinates within the department.
• Handle all administrative work regarding interviewing, hiring, training, performance appraisals, and coaching/counseling.
• Hold regular pre-shift and monthly departmental staff meetings.
• Evaluate costs, oversee inventory and ordering of front office supplies, and maintain front desk equipment and par stock.
• Work with Sales and Revenue managers regarding guests and groups.
• Ensure the hotel maintains the highest standards of service, cost control, and consistency.
• Perform other related duties as assigned by management.

Qualifications

• High school or equivalent education required. Bachelor’s degree preferred.
• Two to four (2-4) years of experience in Front Office, Housekeeping, or Guest Services, including at least two (2) years of supervisory experience, required.
• Proven leadership and business acumen, with demonstrated ability to supervise and motivate team members.
• Good judgment with the ability to make timely and sound decisions; commitment to excellence and high standards.
• Excellent written and oral communication and customer service skills; able to communicate with people at all levels and from various backgrounds.
• Strong organizational, problem-solving, and analytical skills, with acute attention to detail and the ability to manage changing priorities.
• Proficient in OPERA, HotSOS, iVvy, Microsoft Office, and Outlook.
• Professional appearance and demeanor. Bilingual skills a plus.

Licenses or Certificates:

Ability to obtain and/or maintain any government required licenses, certificates, or permits.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions

Posting Date

This job opening was posted on 10/02/2026 and will remain open for at least 75 days.