Hrly Front Office Manager

New Castle Hotel • Lake Placid, NY

28d • Onsite

About The Position

The Front Office Manager is responsible for the day-to-day leadership and coordination of all front office operations, ensuring every guest receives a seamless and welcoming experience from arrival to departure. In this role, you will oversee front desk agents, bell staff, and other guest-facing team members — managing performance, providing ongoing coaching, and maintaining service standards across all shifts. You will be responsible for developing and maintaining front office procedures, ensuring every team member is thoroughly trained and equipped to deliver consistent, high-quality service. This includes onboarding new staff, conducting ongoing training, and updating standard operating procedures as hotel needs and brand standards evolve. A key responsibility of this position is creating and managing the weekly department schedule, balancing business needs, staffing levels, and individual availability to ensure appropriate coverage at all times. The Front Office Manager is expected to maintain a flexible schedule and be available to assist with shift coverage as hotel occupancy and staffing demands require. This may include early mornings, evenings, weekends, and holidays. A team-first mindset and willingness to step in where needed are essential to success in this role.

Requirements

• Experience in hotel front desk operations or a closely related hospitality role (typically 2 or more years).
• Supervisory or team leadership experience, with the ability to motivate and develop a diverse team.
• Strong verbal and written communication skills.
• Comfort with front office software and cash or credit transaction handling.
• A working knowledge of hotel operations and front office best practices.
• Flexibility for varying shifts including evenings, weekends, and holidays.
• Ability to stand for extended periods.
• Ability to occasionally lift items up to 20 lbs.

Nice To Haves

• Equivalent experience in guest-facing leadership will be considered.
• A degree in hospitality management or a related field is preferred, though relevant professional experience is equally valued.

Responsibilities

• Day-to-day leadership and coordination of all front office operations.
• Ensuring every guest receives a seamless and welcoming experience from arrival to departure.
• Overseeing front desk agents, bell staff, and other guest-facing team members.
• Managing performance, providing ongoing coaching, and maintaining service standards across all shifts.
• Developing and maintaining front office procedures.
• Ensuring every team member is thoroughly trained and equipped to deliver consistent, high-quality service.
• Onboarding new staff, conducting ongoing training, and updating standard operating procedures.
• Creating and managing the weekly department schedule, balancing business needs, staffing levels, and individual availability.
• Maintaining a flexible schedule and being available to assist with shift coverage as hotel occupancy and staffing demands require.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed