Director of Front Office - The Nell New York

Nell Hotels•New York, NY

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 oversees short- and long-term planning and day-to-day operations for the front office, guest experience, concierge, bell, and valet areas. It recommends the area's budget and manages expenses within approved budget constraints, and reports to the Hotel Manager. The position leads front office employees and operations, supports exceptional guest service aligned with Forbes Five-Star Five Diamond standards, and handles a range of guest-service and administrative functions. The stated salary range is $90,000–$120,000; actual pay depends on budget and experience. Salaried roles are eligible for a bonus. Applications are accepted until November 8, 2026.

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 analyze 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 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.
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 culture.
Manage daily guest check-in using manual and computerized methods, ensure guest requests and room placements are handled, and fill in for rooms-department roles as business demands require.
Manage daily guest check-out, close guest accounts, and release rooms for the next sale.
Monitor, calculate, and post monies, receipts, guest accounts, and other forms of credit; manage front desk cash transactions and the personal bank according to hotel policy.
Answer inquiries and accept reservations in person and by telephone; accurately communicate rates and hotel information and use suggestive selling to maximize revenue, sell room nights, and increase occupancy.
Maintain customer relations by staying informed about in-house and area functions and responding knowledgeably and promptly to guest questions and concerns.
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 front desk's overall daily operation is completed.
Implement emergency procedures and training through management of security staff to protect guests, staff, and company assets.
Partner with housekeeping and maintenance to ensure the property is maintained.
Recommend the area's budget and manage expenses within approved budget constraints.
Perform other duties as assigned.