Director of Front Office - Nell

• Full-time
• Job Location:
  
  Nell Hotels New York
• Job category:
  The Nell New York
• Season:
  Year Round
• Job Classification:
  Full-Time Regular
• Compensation: USD 90,000 - USD 120,000 - yearly

Nell Hotels is a collection of distinctive luxury hotels and residences united by a shared commitment to warm, intuitive hospitality, cultural connection and unparalleled access. Founded on the legacy of The Little Nell in Aspen, Colorado, the portfolio includes The Little Nell, Aspen’s only Five-Star, Five-Diamond ski-in/ski-out hotel; the Residences at The Little Nell; and The Nell New York, opening in 2027 as the first hotel within Rockefeller Center and New York City’s only Relais & Châteaux property.

At each Nell Hotels property, the guest experience is guided by four defining pillars: creating a sense of home, unveiling distinctive access, engaging with intention and sparking après energy. Rooted in the belief that true luxury is defined by familiarity, Nell Hotels creates deeply personal experiences that make guests feel welcomed, recognized and connected to the destinations they visit.

The Director of Front Office plans and manages the hotel's guest services operations to achieve employee and guest satisfaction and quality service while meeting or exceeding financial goals. This position is responsible for short- and long-term planning and the day-to-day operations of the front office, guest experience, concierge, bell, and valet areas. This position recommends the area's budget and manages expenses within approved budget constraints.

This position reports to the Hotel Manager.

The salary range for this position is $90,000 - $120,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus.

Applications for this position will be accepted until November 8, 2026.

• Manage the department's human resources functions to attract, retain, and motivate employees, including interviewing, hiring, training, developing, coaching, counseling, conducting performance and salary reviews, resolving problems, providing open communication, and administering discipline and termination as appropriate
• Train the front office team to provide exceptional levels of service aligned with Forbes Five-Star Five Diamond service standards and culture
• Manage daily check-in procedures for arriving guests using manual and computerized methods to ensure guests are satisfied and placed in rooms as requested and fill in for various roles within the rooms department as business demands require
• Manage daily guest check-out by following established manual and computer procedures to close guest accounts and release rooms for the next sale
• Monitor, calculate, and post monies, receipts, guest accounts, and other forms of credit using accurate cash handling methods, and manage front desk cash transaction procedures and the personal bank as specified by the hotel bank agreement policy
• Answer inquiries and accept reservations in person and by telephone, communicating hotel rates and information accurately and using suggestive selling techniques to maximize revenue in each transaction, sell room nights, and increase occupancy
• Maintain customer relations by staying informed of all in-house and area functions in order to answer guest questions and concerns with timely and knowledgeable responses
• Operate the PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests to provide timely and efficient service
• Resolve guest complaints to maintain a high level of customer satisfaction and quality
• Ensure the overall operation of the front…