POSITION SUMMARY

The Hotel Manager of Casa Faena serves as the senior operational and cultural leader of Casa Faena and is fully responsible for the leadership, performance, guest experience, and day-to-day operation of the property.

Casa Faena is an intimate and distinctive boutique hotel within the Faena District in Miami Beach, combining accommodations, food and beverage, indoor and outdoor dining, and gathering spaces to create a highly personalized hospitality experience.

The Hotel Manager provides direct leadership and operational oversight across the property, with primary responsibility for Rooms Operations, including Front Office and Housekeeping, as well as the Front of House operations of Campo Casa Faena. Front of House restaurant leadership reports to the Hotel Manager.

Beyond operational performance, the Hotel Manager serves as the culture champion for Casa Faena, bringing Faena's philosophy, values, creativity, and approach to hospitality to life through the employee and guest experience. The Hotel Manager is responsible for creating an environment in which employees understand the Faena culture, feel connected to the broader vision of the organization, and recognize their individual role in creating meaningful and memorable experiences.

This position is accountable for operational excellence, financial performance, guest satisfaction, employee engagement, talent development, labor management, property standards, safety, regulatory compliance, and the overall execution of Faena's service and brand standards.

As the leader of Casa Faena, the Hotel Manager is expected to maintain a highly visible presence throughout the property, develop strong leaders and teams, anticipate operational needs, resolve guest and employee concerns, and take complete ownership of the property's overall performance.

FAENA CULTURE & VALUES

The Hotel Manager is responsible for championing and protecting the Faena culture throughout Casa Faena. This individual leads by example and ensures that Faena's values and philosophy are reflected not only in the service provided to guests, but also in how employees communicate, collaborate, make decisions, and care for one another.

The Hotel Manager will:

• Serve as the culture ambassador for Casa Faena, consistently modeling the behaviors, professionalism, creativity, authenticity, and genuine hospitality expected of Faena leaders.
• Bring Faena's vision and philosophy to life through daily leadership practices, employee interactions, operational decisions, and the guest experience.
• Create an environment where employees understand that they are not simply completing tasks, but are contributing to an experience that is distinctly Faena.
• Inspire employees to create meaningful, personalized, and memorable moments for guests through genuine human connection and thoughtful attention to detail.
• Foster a culture of warmth, authenticity, creativity, collaboration, ownership, and excellence throughout the property.
• Ensure that the intimate nature of Casa Faena is reflected in a highly personalized approach to hospitality, where guests are recognized as individuals and employees are encouraged to anticipate needs rather than simply respond to requests.
• Maintain the unique identity and character of Casa Faena while ensuring alignment with the broader Faena District and Faena brand.
• Reinforce the importance of storytelling, art, design, culture, culinary experiences, and human connection as integral components of the Faena experience.
• Ensure leaders consistently communicate Faena's culture, expectations, and standards to their teams.
• Incorporate Faena culture and service expectations into onboarding, departmental training, daily briefings, coaching conversations, performance discussions, and employee recognition.
• Create opportunities for employees to understand Casa Faena's identity, history, spaces, experiences, restaurant, and relationship to the greater Faena District so they can confidently share the Faena story with guests.
• Promote collaboration across departments and discourage operational silos, reinforcing that the guest experiences Casa Faena as one property and one team.
• Build a leadership culture based on visibility, accessibility, accountability, respect, and genuine care for employees.
• Encourage employees to take ownership of the guest experience and empower them to appropriately resolve concerns and create memorable moments.
• Recognize and celebrate employees who exemplify Faena's culture and deliver exceptional experiences.
• Maintain high expectations for professional appearance, communication, behavior, discretion, and conduct consistent with a luxury hospitality environment.
• Protect the privacy and confidentiality of guests, recognizing the trust placed in Faena by its guests and community.
• Partner with Human Resources and Learning & Development to reinforce culture, leadership expectations, employee engagement, recognition, training, and development initiatives.
• Actively participate in Faena cultural initiatives, employee programs, celebrations, trainings, and property-wide activities.
• Foster a sense of pride and belonging among Casa Faena employees and reinforce their connection to the broader Faena organization.
• Lead with consistency and integrity, ensuring business decisions reflect both the operational needs of the property and the standards and values of Faena.

ESSENTIAL DUTIES AND RESPONSIBILITIES

PROPERTY LEADERSHIP & OPERATIONS

• Assume full day-to-day operational responsibility for Casa Faena and serve as the property's senior operational leader.
• Provide leadership and direction across all areas of the property to ensure a seamless, consistent, and elevated guest experience.
• Maintain a highly visible presence throughout the hotel and restaurant, actively engaging with guests, employees, and leaders.
• Establish clear operating expectations and hold department leaders accountable for achieving service, financial, operational, cultural, and employee-related objectives.
• Conduct regular property inspections to ensure guestrooms, public areas, restaurant spaces, terraces, back-of-house areas, and the overall physical property are maintained to Faena standards.
• Ensure effective communication and collaboration among Front Office, Housekeeping, Food & Beverage, Culinary, Engineering, Security, Human Resources, Finance, Sales, Revenue Management, Reservations, and other supporting departments.
• Serve as the primary operational point of escalation for significant guest, employee, or property matters.
• Anticipate operational challenges and proactively implement solutions to protect the guest experience and business performance.
• Ensure leadership coverage and effective management of the property across all operating periods, including evenings, weekends, holidays, and periods of high occupancy or business demand.
• Support and execute property initiatives, activations, special events, VIP experiences, and other business priorities.

ROOMS OPERATIONS - FRONT OFFICE & HOUSEKEEPING

• Provide direct leadership and oversight of the Rooms operation, including Front Office and Housekeeping.
• Ensure arrival, departure, registration, room assignment, billing, guest request, luggage, concierge, and service recovery processes are executed efficiently and consistently.
• Ensure Front Office employees deliver personalized, anticipatory, and engaging service reflective of Faena's standards and culture.
• Monitor occupancy, arrivals, departures, VIPs, special requests, groups, room status, out-of-order rooms, and other daily operational considerations.
• Ensure effective coordination between Front Office and Housekeeping to maximize room readiness and minimize guest wait times.
• Oversee Housekeeping operations to ensure guestrooms, suites, public spaces, and assigned operational areas consistently meet established cleanliness, presentation, and maintenance standards.
• Establish expectations for room inspections and ensure appropriate follow-up on deficiencies.
• Partner with Engineering to identify, prioritize, and resolve guestroom and property maintenance concerns.
• Review guest feedback and operational trends and implement corrective measures where recurring concerns are identified.
• Monitor rooms-related labor, productivity, supplies, amenities, linen, and other operating expenses.
• Ensure proper inventory controls, key controls, lost-and-found procedures, guest privacy practices, and departmental operating procedures are maintained.
• Drive opportunities to enhance the guest journey from pre-arrival through departure.

FOOD & BEVERAGE - CAMPO CASA FAENA

• Provide operational leadership and oversight of the Front of House operation of Campo Casa Faena, with restaurant Front of House leadership reporting directly to the Hotel Manager.
• Ensure the restaurant experience is fully integrated with the overall Casa Faena guest experience and maintains Faena standards for service, hospitality, presentation, and ambiance.
• Provide direction and accountability to restaurant Front of House leadership regarding daily operations, staffing, scheduling, service execution, training, employee performance, and guest satisfaction.
• Maintain a visible leadership presence during key meal periods and high-volume business periods.
• Monitor restaurant reservations, business levels, staffing, table utilization, service flow, guest feedback, and operational challenges.
• Ensure Front of House staffing and scheduling are aligned with forecasted business levels while balancing service expectations and labor objectives.
• Partner closely with Culinary leadership to ensure strong coordination between Front of House and Back of House operations.
• Foster effective communication between restaurant and culinary leadership regarding service execution, menu knowledge, guest preferences, allergies, special requests, events, and operational priorities.
• Ensure restaurant employees possess appropriate menu, beverage, service, and product knowledge.
• Oversee service recovery and personally engage with guests when elevated intervention is appropriate.
• Monitor restaurant revenue, labor, operating expenses, productivity, and other established performance indicators.
• Identify opportunities to drive restaurant revenue, capture hotel guest business, enhance average spend, and strengthen the overall guest experience.
• Ensure compliance with applicable food safety, sanitation, alcohol service, health, and workplace safety requirements.
• Support the successful execution of restaurant programming, special events, activations, private dining, and other experiences hosted within Casa Faena.

GUEST EXPERIENCE & SERVICE EXCELLENCE

• Champion a culture in which personalized and anticipatory service is the responsibility of every employee.
• Ensure Faena service standards and operating expectations are consistently understood and executed.
• Engage regularly with guests to understand their experience and identify opportunities to exceed expectations.
• Respond promptly and professionally to guest concerns and ensure appropriate service recovery.
• Personally manage sensitive, complex, VIP, or escalated guest matters when appropriate.
• Review guest feedback, surveys, online reviews, service audits, and other available guest experience measures.
• Identify patterns in guest feedback and establish action plans to address opportunities for improvement.
• Ensure guest preferences, special occasions, VIP information, and service opportunities are communicated effectively across departments.
• Ensure all employees recognize the importance of discretion and protect guest privacy and confidentiality at all times.
• Foster an environment in which employees are empowered to resolve reasonable guest concerns while maintaining appropriate operational controls.

FINANCIAL & BUSINESS PERFORMANCE

• Assume accountability for the financial and operational performance of Casa Faena.
• Participate in the development and management of the property's annual budget, operating plan, forecasts, and financial objectives.
• Review financial statements, forecasts, labor reports, departmental expenses, revenue performance, and other key business indicators.
• Monitor revenues and expenses and implement appropriate actions to achieve established financial goals.
• Ensure department leaders understand their budgets, financial responsibilities, and performance expectations.
• Manage labor strategically based on occupancy, restaurant volume, events, business demand, and operational needs.
• Identify opportunities to improve productivity and operating efficiency without compromising guest experience or service standards.
• Monitor overtime, scheduling practices, staffing levels, and departmental productivity.
• Maintain appropriate controls related to purchasing, inventory, supplies, cash handling, revenue controls, and other areas of financial exposure.
• Partner with Finance and other leaders to investigate and resolve financial discrepancies or control concerns.
• Identify revenue-generating opportunities across Rooms, Food & Beverage, experiences, events, and other areas of the operation.
• Support Revenue Management and Sales strategies by providing operational insight into demand, guest behavior, property capabilities, and business opportunities.

PEOPLE LEADERSHIP & TALENT DEVELOPMENT

• Lead, inspire, coach, and develop the Casa Faena leadership team and employees.
• Create a culture of accountability, collaboration, professionalism, inclusion, genuine hospitality, and pride in the Faena brand.
• Ensure leaders maintain a visible and engaged presence within their respective operations.
• Establish clear expectations and provide ongoing feedback regarding employee and leadership performance.
• Participate in the recruitment, interviewing, selection, onboarding, and retention of property employees and leaders.
• Partner with Human Resources regarding employee relations, performance management, corrective action, investigations