Front Office Director - The Fifth Avenue Hotel

The Fifth Avenue Hotel•New York, NY

1d•Onsite

About The Position

The Fifth Avenue Hotel in New York, NY, is seeking a Director of Front Office to provide strategic leadership and operational oversight for front office presentation and service. The position manages hotel operations in accordance with guest-service and sustainability standards and helps shape the overall guest journey through thoughtful execution and a commitment to quality. The role calls for a detail-oriented leader with refined interpersonal skills and a passion for delivering memorable first impressions while preserving the hotel’s distinctive “flâneur” spirit. The Director oversees front office operations, service quality, guest satisfaction, staffing and development, departmental budgets and forecasts, accounting controls, safety, and compliance. The position collaborates with other hotel departments and supports personalized experiences for VIP and returning guests. The hotel has 149 guest rooms. The role requires a flexible schedule, including weekends, holidays, and alternate shifts as needed to support 24/7 operations. It is physically active, involving movement throughout the property, extended standing, walking inspections, and lifting up to 25 pounds. The listed maximum salary is USD $120,000 per year; no minimum salary is provided.

Requirements

Significant managerial and leadership experience in a luxury, five-star, or high-end hospitality environment.
Intermediate knowledge of overall hotel operations.
Strong organizational, communication, and refined interpersonal abilities.
High attention to detail.
Ability to manage multiple priorities, multitask, and thrive in a fast-paced, high-pressure setting.
Ability to work a flexible schedule, including weekends, holidays, and alternate shifts as needed for 24/7 operations.
Ability to move throughout the property, stand for extended periods, walk to inspect areas, and lift up to 25 pounds.

Nice To Haves

Associate or Bachelor’s degree in Hospitality Management, or equivalent experience.
Experience in large hotels.

Responsibilities

Direct and oversee front office functions to maintain luxury, five-star hospitality standards.
Maintain a pristine, well-organized environment throughout the front office and property.
Maintain front office systems and equipment for optimum performance.
Review guest correspondence and incident logs and provide staff with direction based on the information.
Monitor guest-room occupancy to use space efficiently and minimize overbooking.
Shape the guest journey so that first and last impressions reflect the hotel’s identity.
Create specific, measurable, and timely action plans to remedy service deficiencies and improve the guest journey.
Support personalized guest experiences through attention to detail and service readiness.
Anticipate guest needs and resolve complaints by monitoring operational issues and business flow.
Identify the needs of VIP and returning guests and coordinate personalized surprise-and-delight experiences.
Monitor guest satisfaction scores and brand standards to improve departmental and overall guest satisfaction.
Recruit, train, mentor, and develop associates and department managers.
Foster a culture of professional warmth, excellence, and collaboration.
Partner with Sales, Housekeeping, Engineering, and Food & Beverage to improve occupancy and rates and provide seamless service.
Oversee vendor and personnel contracts throughout the hotel.
Manage departmental resources, budgets, inventory controls, and labor costs while maintaining luxury standards.
Develop, implement, and monitor daily, weekly, monthly, and annual budgets and forecasts.
Oversee property accounting functions, including accounts payable and receivable, house bank audits, and payroll coordination.
Ensure internal audit standards and accounting controls are met.
Uphold safety, cleanliness, security, and operational protocols for guests and staff.
Serve on the hotel safety committee and follow OSHA and MSDS standards.
Follow established sustainability guidelines and practices.