Front Office Manager - Manner

Position Description Front Office Manager Who We Are

Sitting on a quiet tree‑lined street in Soho, twelve floors rise above the neighborhood’s storied lofts, boutiques, and galleries. The name derives from the particular manner of hospitality, one that feels more like staying at the home of a dear friend than at a hotel — discreet, refined, generous. Our hotel has 97 rooms and suites with four distinct F&B concepts led by an acclaimed chef.

The street‑side seafood restaurant and second floor cocktail bar will be venues that are open to the public. The Apartment and The Rooftop are spaces reserved exclusively for guests and friends of guests.

Our well‑travelled hotel guests come to The Manner expecting a sophisticated environment including privileges to a list of amenities in an inviting atmosphere – making The Manner their house away from home. Our hotel guests will experience thoughtfully crafted and personalized accommodations to not only meet but transcend their expectations. As The Manner Front Office Manager, we embody the art of fine‑tuned luxury while also offering discreet service.

The front office manager is responsible for overseeing the entire front office operation, ensuring exceptional guest services, managing the front office staff and contributing to the overall success of the hotel.

• Oversee day‑to‑day operations of the front office team, including scheduling, planning, and delegating assignments.
• Develop and communicate departmental strategies, goals, and performance standards.
• Ensure all associates are fully trained in systems, security, cash handling, and The Manner’s service culture.
• Establish and implement efficient policies and procedures to support consistency and excellence.
• Lead 90‑day and annual performance reviews, coaching team members to reach their full potential.
• Monitor team performance and take corrective actions when needed to maintain service excellence.
• Conduct monthly departmental meetings and participate in weekly hotel and sales strategy meetings.
• Maintain the appearance and functionality of the front desk and public spaces through routine inspections and action plans.

• Personally ensure guests are welcomed warmly and recognized by name upon arrival.
• Respond to guest complaints with professionalism and implement effective service recovery.
• Pre‑arrival:
  Anticipate guest needs by reviewing profiles, preferences, and travel details, and communicate with relevant departments to ensure personalized preparation.
• In‑stay:
  Follow up on requests to ensure satisfaction and seamless service.
• Post‑departure:
  Follow up with VIP and service‑recovery guests to nurture lasting relationships and encourage return visits.
• Build strong guest relationships to generate loyalty, referrals, and positive reviews.
• Proactively communicate with F&B and culinary teams to align quality and consistency in The Apartment and other exclusive offerings.

• Hire, train, and mentor front office staff to embody The Manner’s service philosophy.
• Provide constructive feedback and create opportunities for growth and development.
• Resolve staffing shortages by proactively planning coverage and supporting the team on shift when needed.

• Achieve budgeted revenue goals while controlling labor costs and departmental expenses.
• Assist with converting OTA bookings into direct bookings and act as a liaison with the Sales team for potential corporate accounts.
• Monitor and analyze performance metrics, guest feedback, and financial reports to guide decisions.

• Maintain seamless communication with other department heads to ensure a cohesive guest experience.
• Share guest feedback and key updates during morning stand‑ups and through shift pass‑on reports.

• Bachelor’s degree (Preferred in Hotel Management/Business Administration)
• At least 3 years work experience in Front Office/Guest Services.
• The ideal candidate will have operational prerequisites as Assistant Front Office Manager or Front Office Manager.
• Prior systems knowledge of Guest Profile database is plus (OPERA)
• Ability to…