MICHELIN KEY HOTEL
About The Moore
The Moore is a landmark destination in the Miami Design District, comprised of a private members club, hotel and a collection of restaurants, retail, exhibition, event and office space. Housed in the District’s circa-1922 Moore building, the reimagined, nearly 90,000-square-foot space integrates two, four-story structures located at the intersection of NE 40th Street and NE 2nd Avenue, and includes Elastika, the site-specific commission created by the late artist and architect Zaha Hadid for the inaugural Design Miami/ exhibition in 2005.
The Hotel at The Moore is located on the fourth floor and offers 13 hotel suites available for member and non-member bookings. The fourth floor is also home to The Gallery at The Moore, a private exhibition and event space overlooking the building’s iconic Elastika atrium.
Job Overview
The Rooms Manager is responsible for the leadership, performance, service delivery, financial discipline, and day-to-day operation of the Hotel rooms division at The Moore. Reporting to the Hotel General Manager, Hotel & Workplace, the Rooms Manager directly oversees Front Office, Concierge, Housekeeping, guestroom operations, and public-area operations for the 15-suite Hotel.
This is a highly visible, hands-on leadership role responsible for ensuring the complete guest journey - from reservation and pre-arrival planning through arrival, stay, departure, and post-stay follow-up - is executed with The Moore’s standards of luxury hospitality, personalization, professionalism, presentation, responsiveness, and attention to detail.
The Rooms Manager is accountable for ensuring Front Desk, Concierge, Room Attendants, and Public Area Attendants consistently execute established job responsibilities, AM/PM/Overnight checklists, SOPs, pass-ons, logs, reports, financial controls, room standards, and service expectations. The Rooms Manager owns the management outcome while developing supervisors and team members to fully own their assigned responsibilities.
Key Responsibilities
- Provide direct leadership and operational oversight of the 13-suite Hotel, including AM, PM, and Overnight Front Desk operations.
- Ensure consistent execution of reservations, pre-arrival preparation, room assignments, check-in/check-out, guest messaging, keys, deposits, billing, folios, transportation, packages, luggage, guest requests, and shift handoffs.
- Maintain a visible management presence in guest-facing areas and ensure the Front Desk, lobby, guest corridors, entrances, and support areas meet established cleanliness, organization, ambiance, and presentation standards.
- Ensure package, luggage, coat, lost-and-found, radio, key, and other required operational logs are accurately maintained and followed through.
- Directly oversee Room Attendants and Public Area Attendants and ensure guestrooms, public areas, corridors, guest-facing spaces, and Hotel support areas consistently meet established cleanliness and presentation standards.
- Ensure effective daily coordination between Front Desk and Housekeeping regarding arrivals, departures, room status, priority rooms, early arrivals, late departures, turndown, maintenance needs, special requests, and room readiness.
- Ensure guestroom inspections, room status accuracy, turndown, minibar, laundry, linen, lost & found, deep cleaning, preventative care, and related room operations are properly executed and documented.
- Ensure minibar and laundry activity is accurately recorded and posted to guest folios in a timely manner and discrepancies are resolved.
- Proactively identify guestroom and public-area maintenance deficiencies and coordinate corrective action with Engineering and other departments through completion.
- Maintain room readiness and quality standards so rooms are released accurately, on time, and only when they meet The Moore’s expectations.
- Oversee the complete guest journey from pre-arrival through departure and post-stay follow-up, ensuring personalized, polished, discreet, and responsive service.
- Lead the Chef Concierge and Front Desk team in managing guest preferences, amenities, special occasions, restaurant and activity reservations, transportation, packages, in-room dining coordination, and other concierge needs.
- Ensure VIPs, repeat guests, members, special occasions, and high-profile arrivals are identified in advance and appropriately planned, communicated, recognized, and followed up.
- Personally handle or oversee escalated guest concerns, complaints, and service recovery; authorize appropriate solutions within established management guidelines and escalate material matters when required.
- Review guest feedback and recurring service issues, identify trends, and implement corrective actions, training, and service improvements.
- Support the Hotel General Manager in managing occupancy, ADR, RevPAR, forecasting, room inventory, rate strategy, upselling, and rooms revenue performance.
- Oversee reservation accuracy, availability, room inventory, routing, deposits, cancellations, no-shows, rate integrity, packages, special requests, and third-party reservations.
- Ensure third-party reservations, VIP program benefits, notes, routing, rates, and guest expectations are correctly reflected in the PMS and communicated to the operating team.
- Review booking pace, reservation statistics, cancellations, no-shows, rate variance, room inventory, and other rooms revenue indicators and communicate risks or opportunities to the Hotel GM.
- Partner with the Hotel GM, and Finance on Hotel budgets, forecasts, daily revenue, expenses, invoices, payroll, labor productivity, commissions, purchasing, month-end requirements, and rooms financial performance.
- Ensure accurate completion and review of Hotel financial controls and reports, including credit limits, deposits, payment routing, house accounts, no-show/cancellation charges, folio postings, trial balance, rate variance, reservation reports, and other established reports.
- Ensure cash and credit-card activity, guest balances, deposits, billing, folios, minibar/laundry charges, commissions, and other Hotel financial activity are accurately controlled and discrepancies are promptly resolved or escalated.
- Review labor scheduling and productivity against occupancy, business levels, service requirements, and budget.
- Ensure team members use systems consistently, protect guest and business information, maintain accurate profiles and notes, and escalate technology issues promptly.
- Ensure required daily communications, operational reports, guest lists, arrivals/departures information, room status, and property updates are accurate and distributed according to established procedures.
- Oversee staffing levels, scheduling, attendance, timekeeping, labor productivity, recruitment, interviewing, onboarding, training, cross-training, performance reviews, coaching, corrective/disciplinary action, and succession planning in partnership with the Hotel GM, and Human Resources.
- Promote a culture of luxury hospitality, accountability, professionalism, teamwork, communication, ownership, discretion, and attention to detail.
Qualifications
Qualifications
- Minimum 3-5 years of progressive luxury hotel, boutique hotel, private club, or comparable hospitality operations management experience, including supervisory or management responsibility.
- Demonstrated experience in Front Office operations; meaningful Housekeeping/rooms-division oversight strongly preferred.
- Experience with reservations, revenue management fundamentals, forecasting, room inventory, budgets, financial controls, payroll/labor management, and operational reporting.
- Strong working knowledge of hotel PMS and distribution systems; Opera and SynXis experience strongly preferred. Familiarity with MICROS, guest engagement platforms, OTAs, concierge systems, and related Hotel technology is advantageous.
- Proven ability to lead hourly teams and supervisors, establish accountability, coach performance, and maintain high standards in a hands-on environment.
- Exceptional guest service, judgment, communication, organization, attention to detail, problem-solving, and follow-through.
- Ability to interpret operational and financial reports and translate findings into action.
- Ability to handle confidential information, sensitive guest matters, emergencies, and service recovery with discretion and professionalism.
- Flexible availability, including evenings, weekends, holidays, and Manager-on-Duty coverage based on business needs.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred, or equivalent relevant professional experience.
Benefits: Medical, Dental, Vision and Life Insurance. Paid vacation, sick time and holiday pay.