Front Office Manager

Crosby Hotel LLC•New York, NY

2h•Onsite

About The Position

The Front Office Manager reports directly to the Hotel Manager. The purpose of the Front Office Manager is to oversee the day-to-day operations of the Reception department and ensure the highest level of guest service is consistently delivered. In addition to managing all reception functions, you will be responsible for leading, motivating, and developing the Reception team. This role requires a hands-on leader who empowers staff, advocates professional growth, and is committed to providing an unforgettable, personalized experience for every guest.

Requirements

Minimum 2 years’ experience as a Front Office Manager or a similar role in a luxury hotel
Knowledge of Opera PMS
Strong leadership and team development skills
Excellent communication skills
Friendly and professional telephone etiquette
Excellent level of spoken and written English
Exceptional organizational and administrative skills
Strong PC skills
Ability to remain calm under pressure
Flexible scheduling, including evenings, weekends, and overnight coverage as needed
Strong focus on Customer Service and ensuring Customer Satisfaction
Problem-solving abilities and attention to detail

Responsibilities

Supervise and oversee the daily operations of the Reception team
Ensure standards are followed in all areas and exceptional service is provided to all guests
Lead, motivate, and develop the Reception team, fostering a positive and professional work environment
Assist in the training and development of the Reception team, as well as the onboarding of all new hires
Oversee Reception payroll administration through ADP, ensuring accuracy, compliance with company policies, and timely processing
Prepare for and lead monthly Reception team meetings
Assist the Reception team in handling any and all guest inquiries and complaints
Ensure all guests are warmly greeted upon arrival and warm farewell upon departure
Ensure all hotel guests are checked in and checked out efficiently while extending the highest level of hospitality
Ensure the correct accommodation is allocated, with special attention to VIP clients, FHR, and repeat guests
Ensure positive guest relations are maintained at all times
Ensure integrity of billing, cash handling, and credit procedures
Ensure high levels of communication between Reception and all other departments within the hotel
Ensure that any reservations taken at the front desk are accurately recorded
Be present for shift changes and ensure a full handover is completed at the end of each shift
Ensure all charges are posted and the correct amount is billed to guest and function accounts
Ensure all banks are counted at the start and end of each shift and that any discrepancies are rectified
Adhere to and maintain the security of cash, property, and valuables within the reception area
Assist in group and junket billing and room allocations
Supervise and assist in the development of Reception and Front Office training programs and new hire onboarding
Identify departmental training needs and mentor departmental trainers
Maintain confidentiality of all guest information in accordance with hotel security policies
Monitor HotSOS to ensure work orders are completed promptly
Maintain a thorough knowledge of the hotel and company, including policies.
Maintain a clean, organized, and professional work environment
Maintain appropriate levels of necessary office supplies
Promote other Firmdale hotels and restaurants where appropriate
Cover multiple Duty Manager (MOD) shifts per week
Provide Night Manager coverage as required
Carry out any other reasonable requests as instructed by the General / Hotel Manager
Upon completion of the standard probationary period, Fire Safety Certification process will begin
Monitor guest satisfaction from outside channels such as Google, TripAdvisor, Tablet, etc.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts.