Director of Front Office

EQX Hotel Management•New York, NY

About The Position

The Director of Front Office directs and controls the overall operation and staff of the Front Desk, Guest Services (Bell and Door/Driveway), Concierge, and CORE. The role covers budgeting, staffing, hiring, training, brand standards, financial controls, and guest relations. The Director serves as Manager on Duty in the absence of senior management and reports to the Director of Rooms. Key relationships include Front Office staff, hotel guests and visitors, other hotel personnel, and vendors and suppliers. The position requires a bachelor's degree or equivalent, prior guest-relations training, three to five years in a similar role at luxury hotels in New York City, and NYC union experience. The employee must communicate effectively in English, respond appropriately in emergencies, manage competing demands, and work a flexible schedule that can include mornings, evenings, overnight shifts, weekends, and holidays. Physical requirements include moving throughout work areas, pushing, pulling, grasping, lifting or carrying supplies or equipment, and standing for extended periods.

Requirements

Ability to communicate satisfactorily in spoken and written English with guests, co-workers, and management.
Prior guest-relations training.
Bachelor’s degree or equivalent.
Three to five years of experience in a similar role in luxury New York City hotels.
NYC union experience required.
Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, and with minimal supervision.
Ability to think quickly and act appropriately in emergency situations.
Ability to perform well under pressure and time demands, and to work overtime when needed.
Punctuality and regular, reliable attendance.
Interpersonal skills and ability to work well with co-workers and the public.
General computer knowledge and ability to enter work orders, make notes, or use a related system.
Ability to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays.
Ability to endure various physical movements throughout work areas; push, pull, grasp, lift, or carry supplies or equipment; and stand for long periods, up to five hours.
Ability to see the physical conditions of designated areas, observe the physical environment, and respond to emergencies.
Ability to handle multiple demands and challenging guest-relations issues effectively.

Responsibilities

Direct the activities of all Front Office staff, including the Manager on Duty and Overnight Manager.
Conduct performance evaluations and implement disciplinary actions as required.
Review and manage department schedules to support staff and meet business needs.
Ensure coordination of guest arrivals, departures, and billing and credit requirements, including for guests requiring special attention, returning guests, and groups.
Ensure compliance with financial and credit procedures and controls, including cash handling, disbursements, and direct billings.
Ensure the Front Office team is trained in and knowledgeable about service standards, including Forbes standards.
Establish systems and processes for handling guest requests, concerns, and complaints, ensuring timely and appropriate resolution.
Take prompt action on matters affecting the safety, security, well-being, and satisfaction of guests and employees, and respond effectively to emergencies and safety-related situations.
Attend required leadership meetings as determined by the General Manager.
Comply with the Work Rules, Safety Standards, and Standards of Conduct in the Employee Handbook.
Work harmoniously and professionally with co-workers and supervisors.
Perform other duties assigned by management.