Front Desk Manager

MCR • New York, NY

1d • $67,000 - $69,000

About The Position

The Front Desk Manager manages all Front Desk functions and team members, directing and maintaining a service and management philosophy that guides the team. The role supports guest service, operational needs, financial objectives, room revenue, and occupancy while helping the Front Office contribute to overall hotel success.

The manager leads and develops team members through clear communication, coaching, mentoring, training, feedback, and recognition. The role also interacts with guests to gather feedback, resolves complaints and conflicts, supports compliance with credit policies and procedures, and promotes sound financial and business decision-making.

Requirements

• High school diploma or equivalent.
• Previous Front Office management experience is required.
• Excellent verbal and written English communication skills; a second language is helpful.
• Ability to access, retrieve, and leverage information from the hotel PMS system.
• Ability to multitask and prioritize.
• Excellent problem-solving and creative-thinking skills.
• Ability to maintain the confidentiality of information.
• Strong leadership and communication skills.
• Aptitude for self-motivation.
• Can-do attitude and hands-on approach.
• Strong computer skills.
• Flexible schedule allowing availability days, nights, holidays, and weekends based on hotel demands.
• Effective listening skills to understand and clarify concerns from team members and guests.

Nice To Haves

• Two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
• Second-language skills.

Responsibilities

• Encourage mutual trust, respect, and cooperation among team members.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Participate in department meetings and communicate Front Office goals clearly and consistently.
• Monitor staffing levels to meet guest-service, operational, and financial objectives.
• Support and train team members in adhering to credit policies and procedures to reduce bad debts and rebates.
• Promote same-day selling procedures to maximize room revenue and occupancy.
• Understand how Front Office operations affect overall hotel success.
• Improve service by communicating and helping individuals understand guest needs, providing guidance, feedback, and coaching as needed.
• Encourage team members to provide excellent customer service within guidelines.
• Interact with guests to obtain feedback on product quality and service levels.
• Identify team members’ development needs and coach, mentor, or otherwise help them improve their knowledge or skills.
• Use interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial and business decision-making.
• Demonstrate honesty and integrity and lead by example.
• Establish and maintain open, collaborative relationships with team members.
• Ensure team members are recognized across areas of responsibility.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health insurance available after 30 days of employment for full-time team members
• Dental insurance available after 30 days of employment for full-time team members
• Vision insurance available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED