Front Office Associate

Front Office Associate

Property: Staybridge Suites Miami Airport by IHG
Management Company: Bali Group
Location: Miami, Florida
Department: Front Office
Reports To: Front Office Manager
Employment Type: Hourly, Non-Exempt

About Bali Group

At Bali Group, our journey has always been about more than managing hotels. It is about people, creating opportunities, developing talent, and building teams that take pride in delivering exceptional hospitality.

As we expand our operations into Miami, Florida, we are looking for people who share our passion for hospitality and want to grow with us.

Position Summary

The Front Office Associate is responsible for delivering a warm, efficient, and accurate guest experience from arrival to departure, in accordance with company policies and procedures, IHG brand standards, and hotel standards.

This position plays an important role in creating a welcoming environment for guests, ensuring smooth front desk operations, and coordinating with other hotel departments to provide exceptional service.

Key ResponsibilitiesFront Desk & Guest Services

• Welcome guests and complete check-in and check-out procedures efficiently and accurately.

• Verify guest identification and payment information.

• Assign guest rooms according to preferences and availability.

• Identify guest needs and provide information about hotel services, amenities, and local offerings.

• Promote the hotel's loyalty program and room upgrades when appropriate.

• Take, modify, and cancel reservations by phone, email, and in person, ensuring all information is entered accurately into the Property Management System (PMS).

• Respond promptly to guest requests and messages.

• Coordinate guest requests and follow-up with Housekeeping, Maintenance, and Food & Beverage departments.

Customer Service & Guest Satisfaction

• Handle guest complaints and difficult situations with empathy, professionalism, and composure.

• Resolve guest concerns promptly whenever possible.

• Escalate unresolved issues to the Manager on Duty when necessary.

• Maintain a welcoming and service-oriented environment for all guests.

Teamwork & Communication

• Treat colleagues and guests with respect.

• Communicate room status updates and guest needs to Housekeeping throughout each shift.

• Collaborate with other departments to ensure smooth daily hotel operations.

Systems & Technology

• Utilize the hotel's Property Management System (HotelKey) to manage reservations, room assignments, and guest information.

• Use guest messaging platforms such as Kipsu to communicate with guests.

• Operate credit card terminals and payment processing equipment.

• Demonstrate basic proficiency with email, Microsoft Word, and Excel.

Cash Handling & Compliance

• Maintain responsibility for the cash drawer and financial transactions during assigned shifts.

• Ensure guest folios, shift reports, and operational logs are accurate and up to date.

• Follow credit card security and PCI compliance procedures.

• Adhere to company policies and operational standards.

Safety & Security

• Follow hotel key control, guest privacy, and emergency procedures.

• Maintain an accurate and current room status report.

• Identify and promptly report unsafe conditions or security concerns.

Productivity & Time Management

• Meet established productivity and performance standards.

• Complete assigned tasks accurately and within expected timeframes.

• Prioritize responsibilities and plan daily work activities effectively.

• Use time efficiently while maintaining high service standards.

Dependability & Adaptability

• Maintain consistent attendance and punctuality.

• Be available to work early mornings, evenings, weekends, and holidays as required.

• Identify and resolve problems in a timely and professional manner.

• Develop alternative solutions and exercise sound judgment when addressing challenges.

• Adapt to frequent changes, delays, and unexpected situations.

• Adjust work methods and priorities to meet changing operational needs.

QualificationsRequired Qualifications

• Minimum of 1 year of experience in a hotel front desk, guest services, or customer service role.

• Working knowledge of a hotel Property Management System (PMS), or the ability to learn new systems quickly.

• Fluent English communication skills, both spoken and written.

• High school diploma or equivalent.

• Authorization to work in the United States.

Preferred Qualifications

• Previous night audit experience.

• Spanish language proficiency.

• Bachelor's degree in Business, Hospitality Management, or a related field.

Physical Demands & Working Conditions

While performing the duties of this position, the employee is regularly required to:

• Stand and walk for extended periods.

• Use hands, reach, bend, and communicate verbally.

• Regularly lift or move up to 25 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Equal Opportunity Employer

Bali Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

This job description is intended to describe the general contents and requirements of the position and is not an exhaustive statement of duties, responsibilities, or requirements.