Fontainebleau Miami Beach
Front office, rooms division, revenue and the guest journey inside a 1,600-key resort.
Inside the systems of a 1,600-key luxury resort: front office, rooms division, revenue and the guest journey at scale.
Role
Senior Front Office Agent and acting supervisor: leading desk operations, training agents on Opera Cloud and resolving complex billing, VIP and service-recovery cases.
Systems observed
Front office and the arrival sequence
Rooms division as a production line
Housekeeping and engineering coordination
Revenue, upselling and premium inventory
Food and beverage interfaces
Hotel technology stack and Opera Cloud
Internal communication and organisational structure
Result
More than $250,000 in incremental revenue generated through upselling and premium inventory optimisation, with room inventory strategy coordinated between Front Office and Revenue.
Lesson
A resort of this size is a manufacturing line with a guest standing inside it. Throughput and warmth are not opposites: they are designed together or not at all.
