Front Office Manager

A high-end property in New York City is seeking a sophisticated and driven Front Office Manager to join our leadership team. Our property offers an exceptional guest experience where refined design, distinctive dining, and tailored service come together to create memorable stays.

We are dedicated to delivering seamless, personalized experiences for a discerning global clientele. As an operational leader, you will embody this commitment, guiding our front desk team to deliver world-class service that consistently exceeds expectations.

As the Front Office Manager, you will oversee daily front office operations, ensuring service consistency, operational efficiency, and the highest level of guest care. Acting as a mentor, coach, and strategist, you will lead the front desk team to uphold top-tier Five-Star hospitality standards. This role requires a balance of hands-on leadership, financial stewardship, and a passion for developing talent.

• Team Leadership: Train front office team members in alignment with hotel standards and core values.
• Performance Management: Coach and mentor staff, ensuring service execution aligns with established luxury brand guidelines.
• Operational Oversight: Direct daily front office operations and serve as the primary departmental leader in the absence of senior management.

• Active Presence: Maintain a visible, hands-on presence at the front desk - assisting with guest arrivals, departures, and special requests to lead by example.
• Service Recovery: Address and resolve guest feedback efficiently, offering thoughtful, personalized solutions.
• Guest Loyalty: Engage with guests throughout the lobby and public areas to foster strong relationships and drive repeat visits.
• Continuous Improvement: Track guest satisfaction metrics to identify operational trends and implement targeted service enhancements.
• Occupancy Management: Monitor room inventory and arrival/departure flow to maximize efficiency and minimize overbooking.
• Group Coordination: Partner with the Sales and Events teams to ensure group resumes and rooming lists are executed with precision.
• Policy & Communication: Ensure standard operating procedures and brand updates are effectively communicated and executed across the team.

• Education: Associate's or Bachelor's degree preferred.
• Experience: 1-3 years of front desk leadership experience within a luxury or full-service hotel environment.
• Leadership
  
  Skills:
  
  Proven ability to coach, inspire, and support a team in a high-expectation setting.
• Communication: Strong interpersonal and communication skills tailored for a dynamic, international clientele.
• Technical Proficiency: Experience with hotel Property Management Systems (PMS) and familiarity with financial control processes.

We offer a supportive, dynamic work environment where collaborative teamwork, and professional growth are prioritized. As a key member of our team, you will play an essential role in shaping the guest journey at a premier property while advancing your hospitality career.