Front Office Manager

Be part of our Pre-Opening Team!

We are seeking an enthusiastic, experienced
Front Office Manager to join the pre-opening team for the first and flagship Canopy hotel in New York City
.

Located in the heart of the Penn District, at the corner of 34th Street and 8th Avenue
, this 365-room, design-forward lifestyle hotel will feature extensive food & beverage offerings and serve as a brand showcase for Canopy in NYC, steps from Madison Square Garden and Hudson Yards.

Reporting to the Director of Rooms, the Front Office Manager will lead the day-to-day Front Office operation while creating memorable, personalized, and welcoming experiences for our guests.

This leader will play an integral role during pre-opening by helping recruit, train, and develop the Front Office team; establish operating procedures; and create a service culture that reflects Canopy's personality and standards.

Our ideal candidate is a hands-on, compassionate, and engaging leader who empowers your TEAM, thrives in a fast-paced New York City hotel environment, and has a genuine passion for hospitality and exceptional guest service.

This position requires open, flexible scheduling availability, including AM, PM, overnight shifts, weekends, and holidays, based on hotel business needs.

• Support the Director of Rooms with all Front Office pre-opening activities and operational readiness.

• Assist with recruiting, interviewing, selecting, onboarding, and training Front Office team members.

• Help establish Front Office operating procedures, service standards, checklists, and departmental processes prior to opening.

• Participate in pre-opening training and ensure the Front Office team is prepared to deliver Canopy brand standards and an exceptional guest experience from day one.

• Develop a strong, collaborative Front Office culture grounded in teamwork, accountability, communication, and genuine hospitality.

• Train and coach team members on Front Office procedures, property systems, service recovery, guest engagement, and brand expectations.

• Ensure team members understand the hotel, its food & beverage offerings, amenities, neighborhood, and surrounding attractions so they can confidently assist guests.

• Manage the day-to-day Front Office operation and ensure consistent execution of hotel and brand standards.

• Provide leadership and direction to Front Desk and Guest Services team members throughout each shift.

• Prepare and manage weekly Front Office schedules based on occupancy, business forecasts, hotel needs, and established labor guidelines.

• Ensure appropriate Front Office coverage based on arrivals, departures, occupancy, groups, events, and anticipated business levels.

• Monitor arrivals, departures, room assignments, special requests, VIPs, groups, and other important guest information.

• Ensure guest profiles, reservations, rates, room assignments, billing instructions, and other Front Office information are accurate.

• Maintain proficiency with the hotel's property management system and ensure Front Office team members are properly trained on system functionality.

• Review daily operational and Night Audit reports and address discrepancies or concerns as appropriate.

• Monitor room inventory and work closely with Reservations, Housekeeping, and Revenue Management to maximize room availability and operational efficiency.

• Ensure rates, packages, and billing instructions are properly reflected and followed within the property management system.

• Maintain proper Front Office cash handling, credit, billing, and financial control procedures.

• Ensure shift checklists, logs, reports, and required documentation are completed accurately and timely.

• Participate in daily hotel Operations meetings and communicate important information to the Front Office team.

• Lead by example in delivering warm, engaging, and personalized service that reflects the Canopy experience.

• Maintain a visible and approachable presence in the lobby and Front Office areas.

• Proactively engage with guests and identify opportunities to enhance their experience.

• Respond promptly and professionally to guest concerns, requests, and service recovery situations.

• Empower Front Office team members to resolve guest concerns while maintaining appropriate operational and financial controls.

• Follow up on guest concerns to ensure satisfactory resolution.

• Monitor guest satisfaction scores, reviews, surveys, and other feedback related to Front Office operations.

• Partner…