Director of Front Office - The Nell New York

Aspen Skiing Company•New York, NY

9d•$90,000 - $120,000

About The Position

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. The role is responsible for short- and long-term planning and the daily operations of the front office, guest experience, concierge, bell, and valet areas. The Director recommends the area's budget and manages expenses within approved budget constraints, and reports to the Hotel Manager. The position is based at The Nell New York, a year-round hotel opening in 2027. The annual salary range is $90,000–$120,000, with actual pay dependent on budget and experience. Salaried roles are eligible for a bonus.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
Seven years of experience in a related position, including three years of people leadership.
Experiential knowledge of managing people and resolving complex problems.
Ability to study, analyze, and interpret complex activities and information to improve practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Strong supervisory and management skills.
Communication skills, including the ability to negotiate, persuade, sell to, and influence professionals and hotel guests.
Ability to understand and produce clear, concise documents for publication within a corporate environment.
Strong verbal communication skills for professional interactions with guests, associates, and corporate contacts in person and by telephone.
Strong reading and writing skills.
Ability to maintain a friendly, courteous, and professional demeanor at all times.
Ability to drive as business needs require.
Ability to stand, walk, or be on one's feet for extended periods; kneeling and bending may be required.
Ability to occasionally lift, push, or pull up to 50 pounds, individually or with assistance.

Responsibilities

Manage department human resources functions, including interviewing, hiring, training, developing, coaching, counseling, performance and salary reviews, problem resolution, communication, discipline, and termination as appropriate.
Train the front office team to deliver service aligned with Forbes Five-Star Five Diamond standards and the hotel's culture.
Manage daily guest check-in procedures using manual and computerized methods, ensure guest satisfaction and requested room placement, and fill in for rooms-department roles as business demands require.
Manage guest check-out procedures, close guest accounts, and release rooms for the next sale.
Monitor, calculate, and post monies, receipts, guest accounts, and other credit; ensure accurate cash handling and manage front desk cash transactions and the personal bank according to hotel policy.
Answer inquiries and accept reservations in person and by telephone; communicate rates and hotel information accurately, use suggestive selling, sell room nights, and increase occupancy.
Maintain customer relations by staying informed about in-house and area functions and responding to guest questions and concerns in a timely, knowledgeable manner.
Operate PBX equipment, including handling incoming and outgoing calls, scheduling wake-up calls, and paging guests.
Resolve guest complaints to maintain customer satisfaction and service quality.
Ensure the overall operation of the front desk is completed daily.
Implement emergency procedures and training by managing security staff to protect hotel guests, staff, and company assets.
Partner with housekeeping and maintenance to ensure the property is maintained.
Perform other duties as assigned.