Guest Services Manager, Miami Lakes Hotel on Main

Join Our Team at Miami Lakes Hotel on Main – Owned by The Graham Companies

Located in the heart of Miami Lakes, Miami Lakes Hotel on Main is a premier full-service resort proudly owned and operated by The Graham Companies , a family-run organization deeply rooted in the community. As the only full-service hotel in the area, our property offers a unique blend of comfort, elegance, and convenience. Guests enjoy proximity to upscale shops, a 17-screen movie theater, and over a dozen restaurants—all just steps from our front doors. With a commitment to a family-oriented culture and excellence in hospitality , we offer our team members a welcoming environment and exceptional benefits that support both professional growth and personal well-being.

Position: Guest Services Manager

About the Role

We are seeking an enthusiastic and experienced Guest Services Manager to lead our front desk team and ensure a seamless and memorable guest experience. This leadership position plays a pivotal role in guest satisfaction, staff development, and the overall success of our hospitality operations.

Key Responsibilities

Guest Experience Management

• Ensure warm and welcoming check-in/check-out experiences.
• Respond to guest inquiries, complaints, and requests with professionalism and efficiency.
• Monitor guest satisfaction through reviews and feedback.
• Maintain the highest standards of customer service.

Staff Supervision

• Lead and mentor the Front Desk, Night Audit, and Reservations teams.
• Manage timecards, PTO, and scheduling through ADP.
• Conduct performance reviews and support team development.

Operational Oversight

• Supervise day-to-day front desk operations including reservations and billing.
• Maintain records, handle group bookings, and manage room inventory.
• Conduct daily property walkthroughs to ensure cleanliness and maintenance.

Financial Management

• Manage departmental budgets and control expenses.
• Handle cash and credit transactions with accuracy and security.

Cross-Department Collaboration

• Work closely with housekeeping, maintenance, and food & beverage departments to deliver exceptional service.
• Attend management meetings and contribute to operational improvements.

Qualifications

Education

• Bachelor's degree in Hospitality Management or related field (preferred).

Experience

• 3–5 years in a supervisory role within hospitality, specifically front desk or guest services.
• Opera software experience preferred.

Skills

• Strong leadership and team management.
• Excellent problem-solving and interpersonal communication.
• Proficiency in Microsoft Office and hotel management systems.
• Ability to work flexible hours including evenings, weekends, and holidays.

Physical Requirements

• Must be able to stand for long periods and assist with luggage handling as needed.
• Maintain professional appearance and demeanor at all times.

Compensation & Benefits

• Competitive salary with performance-based bonuses
• Employer – Paid Pension Plan
• 401(k) with employer match
• Health, dental, and vision insurance
• Employer-paid life, short-term, and long-term disability insurance
• Paid time off and holiday pay
• Professional development and career advancement opportunities
• Excellent benefits and a supportive, family-oriented culture

If you're passionate about hospitality and ready to lead in a dynamic, guest-focused environment, we encourage you to apply for the Guest Services Manager role at Miami Lakes Hotel on Main.