Manager, Front Office

Hard Rock Hotel & Casino Ottawa•New York, NY

11d•$76,000 - $111,200

About The Position

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination; it is a stage where music, design, and service come together to create unforgettable moments. At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock. THE ROLE We are seeking a Front Office Manager to join our team. This role is an integral part of delivering a high-touch, luxury guest experience, ensuring that every interaction reflects our commitment to excellence, precision, and personality. The Front Office Manager is responsible for all duties of the front desk operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.

Requirements

You anticipate guest needs and act with intention
You deliver service that is both polished and personal
You take ownership of every detail of the guest journey
You contribute to a collaborative, energized, and high-performing culture
You are detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
You are a natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.
Your ability to anticipate needs, solve problems, and maintain high standards sets you apart.
You have previous experience of a minimum of 3 years in a similar role

Responsibilities

Lead the execution of Front Office Operations with a focus on excellence, consistency, and guest satisfaction.
Monitor operations to ensure consistent sequence of service is followed in addition to all FORBES and brand standards are properly executed.
Review and develop guest history records to enhance personalized service for repeat guests as well as ensuring guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status as well as prepare and execute business plans to ensure the maximization of department performance.
Manage, train, and coach the Front Office employees to achieve their career goals and maximize their potential.
Monitor and evaluate staff performance and deliver recognition and rewards as well as promoting a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance.
Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
All responsibilities are executed with a focus on consistency, attention to detail, and elevated service standards.