Front Office Manager

Extell Development Company•New York, NY

41d•$75,000 - $85,000

About The Position

The Front Office Manager is a pivotal leadership role responsible for overseeing the daily operations of the hotel's front desk and guest services departments. This position is critical in ensuring an exceptional guest experience from arrival to departure. Working closely with the Director of Operations and Guest Experience Manager the Front Office Manager will play a significant role in strategic planning, team growth and empowerment, and maintaining high brand and service standards, effectively sharing responsibilities that might typically fall under a Director of Front Office. The successful candidate will be a highly organized, detail-oriented, and customer-focused individual with strong leadership and communication skills.

Requirements

Minimum of 3-5 years of previous experience in Front Office Operations, with at least 2 years in a supervisory or management role within a full-service hotel or large hospitality environment. Proven experience in a high-volume, fast-paced urban market, preferably New York City.
Proven track record of delivering exceptional guest service and achieving operational excellence.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Excellent problem-solving abilities and decision-making skills.
Familiarity with hotel property management systems (PMS) and basic computer skills.
Exceptional organizational skills and meticulous attention to detail.
Demonstrated ability to train, mentor, and motivate a team.
Ability to work flexible hours, including overnights, weekends, and holidays, as needed.
Ability to work effectively in fast-paced environment and manage multiple priorities.
Ability to stand for extended periods.
Ability to lift and carry up to 25 pounds.
Manual dexterity to operate cleaning equipment and handle supplies.

Nice To Haves

Knowledge of local attractions, dining, and transportation is a plus.

Responsibilities

Direct and supervise all front office operations, including check-in/check-out, and guest services.
Actively assist Front Desk Hosts and Guest Services teams as needed with daily tasks such as guest check-ins, check-outs, handling luggage and packages, and managing incoming calls, ensuring seamless service delivery.
Ensure efficient and smooth workflow, adherence to policies and procedures, and optimal guest service delivery.
Monitor and manage room inventory, rates, and availability to maximize occupancy and revenue in collaboration with the Director of Operations.
Oversee cash handling procedures, bank deposits, and accurate reconciliation of daily transactions.
Address and resolve guest complaints and issues promptly and professionally, escalating to the Director of Operations when necessary.
Conduct regular inspections of the front office area to ensure cleanliness, organization, and adherence to brand standards.
Implement and enforce security and safety procedures for guests and staff.
Manage and allocate resources effectively, including supplies and equipment.
Recruit, onboard, train, and nurture a high-performing front office team.
Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional growth.
Schedule and manage schedules to ensure adequate coverage and adherence to forecast and labor budgets.
Foster a positive and collaborative work environment, promoting teamwork and high morale.
Lead daily briefings and regular departmental meetings to communicate important information, set goals, and address concerns.
Champion a guest-centric culture, ensuring all team members are empowered to deliver personalized and memorable experiences.
Monitor guest feedback (e.g., online reviews, comment cards) and work with the team to continuously improve service quality.
Develop and implement strategies to enhance guest satisfaction and loyalty.
Act as a visible and accessible point of contact for guests, proactively engaging with them to ensure their needs are met.
Assist the Front Desk Hosts and Guest Service teams as needed.
Contribute to the development and management of the front office budget.
Monitor departmental expenses and identify cost-saving opportunities.
Assist in forecasting revenue and occupancy trends.
Work closely with the Director of Operations on strategic initiatives, operational improvements, and problem-solving.
Maintain strong communication channels with other hotel departments (Housekeeping, F&B, Sales, Engineering, and Night Operations Manager) to ensure seamless operations and guest satisfaction.
Prepare and present regular reports on front office performance, key metrics, and guest feedback to the Director of Operations.