Director of Front Office

WHO WE ARESheraton Miami Airport Hotel is proudly managed by Bridgeton Holdings, a creative, full-service real estate investment and management firm established in 2009. Bridgeton owns interests in and/or manages more than 30 properties nationwide, with total capitalization exceeding $2 billion. Through a vertically integrated platform encompassing investment management, development, hotel management, and property management, Bridgeton continuously re-envisions traditional operating models to enhance the value of its properties across primary and key secondary markets.

As part of the Management Team at Sheraton Miami Airport Hotel, you’ll join a fast-paced, hospitality-driven environment backed by a company culture that values teamwork, creativity, and growth. Bridgeton’s mission is to exceed partner and guest expectations while maintaining a fun, dynamic workplace where employees feel inspired, supported, and empowered to succeed. Together with the Sheraton brand’s commitment to thoughtful service and community connection, we strive to create exceptional experiences for both our guests and our team members.

ABOUT THE ROLESheraton Miami Airport Hotel & Executive Meeting Center is seeking a dynamic, hands-on Director of Front Office to lead the department during an exciting period of growth and transformation as the property prepares for a comprehensive renovation beginning in Q2 2027.

Reporting to the Director of Operations, this role oversees all Front Office functions, ensuring exceptional guest experiences, operational efficiency, and strong team performance. The ideal candidate is an adaptable, results-driven leader with hotel operations experience, strong communication and problem-solving skills, and the ability to inspire teams, navigate change, and maintain service excellence throughout the property's transformation while remaining fully operational.

Essential Duties:

• Lead and supervise the daily operations of the Front Office Department, including front desk, PBX, and other assigned functions.
• Ensure a seamless guest experience throughout the check-in, stay, and check-out process while maintaining high standards of service and hospitality.
• Recruit, train, coach, and develop front office associates and supervisors to promote accountability, teamwork, and professional growth.
• Monitor guest satisfaction scores, online reviews, guest feedback, and service recovery opportunities to identify areas for improvement and enhance the overall guest experience.
• Resolve guest complaints, service issues, and escalated concerns promptly and professionally, ensuring appropriate follow-up and guest satisfaction.
• Oversee room assignments, arrivals, departures, VIP amenities, group arrivals, room inventory, and special requests to ensure efficient daily operations.
• Monitor room availability, occupancy, and front office performance to support revenue optimization, upselling initiatives, and overall hotel profitability.
• Ensure compliance with Marriott brand standards, hotel policies, cash-handling procedures, credit policies, guest privacy requirements, and all applicable local, state, and federal regulations.
• Collaborate with Sales, Reservations, Housekeeping, Engineering, Food & Beverage, and other departments to coordinate room readiness, special events, group movements, and guest requests.
• Prepare staff schedules, monitor labor costs, manage departmental expenses, and ensure appropriate staffing levels based on occupancy and business demands.
• Maintain a professional, organized, and welcoming front office environment that reflects the hotel's service standards and brand expectations.
• Ability to stand and walk for extended periods and move throughout the hotel to support operations and guest service needs.
• Ability to lift, carry, push, or pull items as required to support front office operations, including guest luggage and departmental supplies.

Specific Requirements of the Role:

• Oversee front desk operations, including guest registration, check-in and check-out procedures, room assignments, billing, payment processing, and account reconciliation.
• Monitor daily occupancy, arrivals, departures, VIPs, group room blocks, room availability, and special requests to ensure operational readiness.
• Ensure accurate guest profiles, reservations, room status updates, billing records, and other information maintained within the property management system.
• Review daily reports, shift handovers, cash transactions, credit authorizations, and front office records to ensure accuracy and compliance with hotel policies.
• Coordinate with Housekeeping and Engineering to ensure guest rooms are clean, inspected, maintained, and ready for arrival.
• Lead service recovery initiatives and ensure timely resolution and documentation of guest complaints, requests, and service concerns.
• Support hotel emergency response procedures, including medical incidents, fire alarms, evacuations, security concerns, and other emergencies, in accordance with hotel protocols.
• Monitor front office staffing, scheduling, productivity, and payroll to maintain appropriate service levels and control labor expenses.
• Support group arrivals, VIP experiences, loyalty program recognition, special events, and other initiatives that enhance guest satisfaction and brand loyalty.
• Maintain knowledge of Marriott brand standards, loyalty program benefits, hotel amenities, local attractions, transportation options, and surrounding area information to assist guests effectively.
• Utilize property management systems, guest service platforms, and other hotel technology to improve operational efficiency and communication.
• Conduct regular departmental meetings, briefings, and performance reviews to communicate service expectations, operational updates, and business priorities.
• Assist other departments and hotel leadership with operational needs, special projects, and initiatives as required.
• Other duties as assigned.

Qualifications

• Associate or bachelor's degree in Hospitality Management, Hotel Administration, Business Administration, or a related field preferred.
• Minimum five (5) years of hotel front office or guest services experience, including at least two (2) years in a management role.
• Previous experience in a full-service hotel or branded property preferred; Marriott brand experience is a plus.
• Strong knowledge of front office operations, guest relations, room inventory management, service recovery, and hotel operating procedures.
• Proficiency in property management systems (PMS), front office reporting tools, and other hospitality technology applications.
• Strong computer proficiency, including Microsoft Office Suite, email, and workplace technology applications.
• Understanding of hotel revenue management principles, occupancy forecasting, upselling strategies, labor management, and departmental budgeting.
• Excellent leadership, communication, organizational, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a strong focus on guest satisfaction and operational excellence.
• Demonstrated ability to lead, motivate, train, and develop associates while promoting teamwork and accountability.
• Professional appearance, positive attitude, and a strong commitment to hospitality and guest service
• Flexible schedule, including evenings, weekends, holidays, and overnight shifts based on business requirements and availability to respond to operational needs as required.

The Company is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Company are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Company will not tolerate discrimination or harassment based on any of these characteristics and encourages applicants of all ages.