Rooms Manager

DescriptionAbout 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 15 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.

About WoodHouse

WoodHouse is a creative hospitality company that creates, owns and operates experiential concepts in the food and beverage, private social club, music and entertainment spaces. Its portfolio includes private clubs, restaurants, hotels, racquet clubs, festivals, and The Moore in Miami, Florida.

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 Assistant 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

1. Rooms Division & Front Office Leadership

Provide direct leadership and operational oversight of the 15-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.

Ensure all Front Desk and Hotel departmental checklists, pass-ons, logs, audits, reports, and SOPs are completed accurately, consistently, and on time; review exceptions and address recurring deficiencies.

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 the Front Desk and Concierge teams maintain accurate awareness of arrivals, departures, in-house guests, VIPs, events, reservations, special requests, and daily operational priorities.

Ensure package, luggage, coat, lost-and-found, radio, key, and other required operational logs are accurately maintained and followed through.

1. Housekeeping, Guestrooms & Public Areas

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.

1. Guest Experience, Concierge, VIPs & Service Recovery

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.

Ensure guest profiles, preferences, requests, incidents, and relevant notes are accurately maintained in applicable systems.

1. Reservations, Revenue & Distribution

Support the Assistant General Manager and 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.

Monitor accurate operation of Opera, SynXis, <Booking.com>, Expedia, Mr & Mrs Smith, and other applicable reservation and distribution channels.

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 AGM and GM.

Drive appropriate upselling and revenue-enhancement opportunities while protecting the guest experience and rate integrity.

1. Financial Management & Controls

Partner with the AGM, 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.

Identify responsible cost-control and revenue-enhancement opportunities without compromising luxury service or the guest experience.

1. Systems, Technology & Data Accuracy

Ensure operational proficiency, access, accuracy, and proper use of applicable Hotel systems, including Opera, MICROS, Text Request, Intelity, Canva, PeopleVine, <Booking.com>, Expedia, Mr & Mrs Smith, SynXis, OpenTable, SevenRooms, Tripleseat, Sonos, key systems, tablets/iPads, and other Hotel technology.

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.

1. Team Leadership, Staffing & Performance Management

Lead, coach, develop, and hold accountable the Front Desk Supervisor, Chef Concierge, Front Desk Hosts, Room Attendants, Public Area Attendants, and other assigned Hotel team members.

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 AGM, GM, and Human Resources.

Ensure supervisors and team members understand and consistently execute their job responsibilities, checklists, SOPs, service standards, communication requirements, and deadlines.

Promote a culture of luxury hospitality, accountability, professionalism, teamwork, communication, ownership, discretion, and attention to detail.

Ensure grooming, uniform, conduct, radio, communication, and service standards are consistently followed.

Develop the Front Desk Supervisor and Chef Concierg