Front Office Manager - The Manner

The Manner•New York, NY

About The Position

Our well-travelled hotel guests come to The Manner expecting a sophisticated environment including privileges to a list of amenities in an inviting atmosphere – making The Manner their house away from home. Our hotel guests will experience thoughtfully crafted and personalized accommodations to not only meet but transcend their expectations. As The Manner Front Office Manager, we embody the art of fine-tuned luxury while also offering discreet service. The front office manager is responsible for overseeing the entire front office operation, ensuring exceptional guest services, managing the front office staff and contributing to the overall success of the hotel.

Requirements

Bachelor’s degree (Preferred in Hotel Management/Business Administration)
At least 3 years work experience in Front Office/Guest Services.
The ideal candidate will have operational prerequisites as Assistant Front Office Manager or Front Office Manager.
Ability to read, comprehend and carry out instructions according to established procedures.
Comprehension: Fluent in the English language.
Work efficiently, utilize multi-tasking, prioritize tasks.
Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s.
Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled.
Responsibility: Personal comportment in line with The Manner, New York policies, standards, and expectations.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem solving, reasoning, motivation, organizational and training abilities are used often.
Ability to travel to attend workshops, specialized training and/or certifications, etc.
Problem solving, reasoning, motivation and training abilities are often used.
Frequently standing up behind the desk, front office areas and The Apartment.
Carrying or lifting items weighing up to 50 pounds
Handling various objects
Use a keyboard to operate various property management and reservations systems, etc.

Nice To Haves

Prior systems knowledge of Guest Profile database is plus (OPERA)
Basic knowledge of wine and classic cocktails is a plus!

Responsibilities

Oversee day-to-day operations of the front office team, including scheduling, planning, and delegating assignments.
Develop and communicate departmental strategies, goals, and performance standards.
Ensure all associates are fully trained in systems, security, cash handling, and The Manner’s service culture.
Establish and implement efficient policies and procedures to support consistency and excellence.
Lead 90-day and annual performance reviews, coaching team members to reach their full potential.
Monitor team performance and take corrective actions when needed to maintain service excellence.
Conduct monthly departmental meetings and participate in weekly hotel and sales strategy meetings.
Maintain the appearance and functionality of the front desk and public spaces through routine inspections and action plans.
Personally ensure guests are welcomed warmly and recognized by name upon arrival.
Respond to guest complaints with professionalism and implement effective service recovery.
Pre-arrival: Anticipate guest needs by reviewing profiles, preferences, and travel details, and communicate with relevant departments to ensure personalized preparation.
In-stay: Follow up on requests to ensure satisfaction and seamless service.
Post-departure: Follow up with VIP and service-recovery guests to nurture lasting relationships and encourage return visits.
Build strong guest relationships to generate loyalty, referrals, and positive reviews.
Proactively communicate with F&B and culinary teams to align quality and consistency in The Apartment and other exclusive offerings.
Hire, train, and mentor front office staff to embody The Manner’s service philosophy.
Provide constructive feedback and create opportunities for growth and development.
Resolve staffing shortages by proactively planning coverage and supporting the team on shift when needed.
Achieve budgeted revenue goals while controlling labor costs and departmental expenses.
Assist with converting OTA bookings into direct bookings and act as a liaison with the Sales team for potential corporate accounts.
Monitor and analyze performance metrics, guest feedback, and financial reports to guide decisions.
Maintain seamless communication with other department heads to ensure a cohesive guest experience.
Share guest feedback and key updates during morning stand-ups and through shift pass-on reports.