Front Office Manager

Stonebridge Hospitality Management • New York, NY

1d • $80,000 - $85,000 • Onsite

About The Position

Hampton/Home2 by Hilton Times Square is seeking an experienced and motivated Front Office Manager. The manager is responsible for overseeing the day-to-day and long-term operations of guest reception, reservations, and telephone services while ensuring high standards of guest satisfaction and operational efficiency. This role works closely with the Operations and Assistant General Manager to maintain revenue, expense, and quality targets, ensuring a smooth and efficient operation that exceeds guest and ownership expectations.

Requirements

• 3+ years of front office management experience in a hotel environment, with a strong focus on guest service and operations.
• Proven leadership and supervisory skills, with the ability to manage and develop a team.
• Strong organizational and multitasking abilities to handle daily front office operations and guest interactions.
• Proficiency in property management systems and financial reporting.
• Excellent communication skills, both verbal and written, to interact effectively with guests, staff, and management.
• Ability to analyze financial data, including budgets, forecasts, and revenue reports.
• Ability to resolve guest complaints and service issues in a professional and timely manner.
• Knowledge of hotel check-in/check-out procedures, billing, and room inventory management.

Responsibilities

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously.
• Oversee strict adherence to check-in procedures, ensuring accurate guest details and billing information are obtained.
• Address guest issues or complaints promptly to ensure guest satisfaction.
• Ensure rooms are serviced and maintained to the company’s established standards.
• Maximize room occupancy within the agreed overbooking policy.
• Facilitate effective communication between reservations, front office staff, and other departments, including housekeeping.
• Ensure that all guest charges are accurately posted and kept up to date.
• Strictly enforce credit control procedures and ensure accounts are balanced daily.
• Oversee efficient and speedy check-out procedures.
• Maintain the cleanliness and order of all front-of-house areas, including the entrance and lobby.
• Handle guest inquiries, complaints, and special requests promptly, demonstrating excellent phone etiquette and communication skills
• Coordinate with housekeeping, maintenance, and other departments to ensure guest rooms meet quality standards
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Conduct regular performance appraisals for front office staff, providing training and development as needed.
• Interview, manage, train and motivate team members to uphold service standards while encouraging a collaborative work environment
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Ensure compliance with hotel policies, safety regulations, and hospitality industry best practices at all times
• Attend all required leadership meetings
• Perform other duties as requested by management

Benefits

• Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees