Front Office Manager - SpringHill Suites Times Square

New York Manhattan Times Square•New York, NY

About The Position

The Front Office Manager is the department head responsible for the hotel’s day-to-day Front Office operations, including guest arrival and departure experiences, accurate financial reporting, supply inventory, and compliance with Marriott and M&R standards. The manager drives departmental KPIs and serves as a Brand Champion, ensuring Front of the House associates understand brand expectations for guest satisfaction and responding to guest concerns. Working alongside the General Manager and Assistant General Manager as part of the hotel leadership team, the Front Office Manager is expected to be proactive and resourceful in addressing operational obstacles and other concerns. This is a temporary, full-time maternity-leave coverage position, with potential to transition to a permanent position. The role includes leading and developing Front Office staff; resolving escalated guest issues; overseeing Front Desk and Night Audit operations; managing schedules, reports, accounts, cash handling, budgets, supplies, and inventory; supporting training and brand compliance; and helping maintain hotel safety, security, and interdepartmental communication. The manager serves as Manager on Duty and must be available to work evenings, weekends, and holidays as business needs require, and to respond outside normal business hours as needed. The position requires standing for extended periods, up to eight hours per shift, and lifting and carrying items up to 40 pounds. Work takes place in a lobby environment with varying noise levels. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation.

Requirements

At least 2–3 years of hotel Front Office experience, including at least 1 year in a supervisory or management capacity.
Working knowledge of a major hotel property management system (PMS), such as Stay PMS, Opera, Lightspeed, OnQ, PEP, HMS, or Choice Advantage, and general proficiency with hotel technology systems.
Demonstrated Front Office leadership, organizational ability, and intuitive, creative problem-solving skills.
Excellent verbal and written communication skills and the ability to interact professionally with guests, associates, vendors, ownership, and Corporate.
High school diploma or equivalent.
Ability to drive KPIs through an efficient and proactive management style.
Ability to stand for extended periods, up to 8 hours per shift, and lift and carry items up to 40 lbs.
Ability to work a flexible schedule, including evenings, weekends, and holidays, and respond to the property outside normal business hours as needed.
Ability to perform the essential functions of the position, with or without reasonable accommodation.

Nice To Haves

Multi-brand hotel experience.
College coursework in Hospitality Management or a related field.

Responsibilities

Directly supervise and coach Front Office staff, including the Assistant Front Office Manager, Guest Service Agents, Night Auditors, and Bellmen.
Recruit, interview, hire, and train Front Office associates in partnership with hotel leadership and the People & Culture team.
Conduct performance evaluations, provide coaching and corrective action, and support associate development and succession planning.
Lead daily pre-shift and weekly department meetings; foster a positive, service-driven team culture.
Drive departmental KPIs, including ITR, RevPAR, occupancy, and Bonvoy enrollments.
Maintain brand standards for guest arrivals and departures; personally address escalated complaints and service recovery, and follow up on guest satisfaction.
Monitor guest satisfaction scores and implement action plans to address trends and key detractors.
Serve as Manager on Duty and ensure VIP, loyalty-member, and special-occasion guests receive recognition and amenities in accordance with brand standards.
Ensure Front Office brand metrics and standards are met for Bonvoy enrollments, CEC cases, GXP Chat reply times, and other Marriott measures.
Oversee daily Front Desk and Night Audit operations and act as the property subject-matter expert for Front Office technology and systems.
Retrieve, review, and distribute daily and period-end reports, including STAR reports, occupancy forecasts, and arrivals and departures.
Prepare and post weekly Front Desk schedules in line with labor budgets and occupancy forecasts.
Coordinate room assignments and blocking with Housekeeping and Sales; prepare and distribute function sheets and Front Office updates for weekly management meetings.
Open IT tickets with Marriott when systems are down or require third-party vendor attention.
Ensure accurate daily revenue reporting and work with the Assistant General Manager and/or Finance to resolve discrepancies.
Manage Front Office accounts payable and accounts receivable, including direct-bill accounts; coordinate with Sales and conduct weekly audits with the General Manager.
Coordinate daily bank transmittals of cash and checks and maintain accountability for the house bank and cash-handling procedures.
Perform Night Auditor duties, balance the hotel’s books at period-end, and submit end-of-period reports to Corporate on the first day of each new period.
Support budgeting, labor-cost management, monthly forecasting, and basic revenue management functions in coordination with relevant teams.
Maintain Front Office supply PAR levels, order supplies within budget, inventory Market items, process invoices, and submit month-end inventory to the General Manager.
Support Front Desk associates in using the property’s training program and ensure new hires complete onboarding and certification.
Maintain Marriott brand compliance and prepare the department for Brand Standard Audit and Guest Service Score audits; keep associates informed about brand initiatives, loyalty programs, and system updates.
Ensure associates follow the M&R Employee Handbook and hotel security procedures, including key issuance, guest verification, and restricted-area access.
Maintain knowledge of emergency procedures and prepare Front Office employees to respond to emergencies and accidents; support key control and the property’s emergency response and crisis management team.
Promptly report safety hazards, suspicious activity, and maintenance issues to hotel leadership and maintain communication with hotel departments and corporate teams.
Communicate daily with the Assistant General Manager about operations, guest issues, department performance, potential problems, and special projects; maintain effective departmental communication systems and working relationships across departments.