Manager, Front Office

Hard Rock Hotel & Casino Ottawa•New York, NY

6d•$100,000 - $146,300•Onsite

About The Position

The Overnight Front Office Manager is responsible for overseeing all front desk operations during the overnight shift, ensuring exceptional guest service, safety, financial accuracy, and adherence to brand standards. This role leads the overnight team, manages night audit processes, resolves guest concerns, and ensures smooth transition to the morning operations team.

Requirements

4+ years’ experience in hospitality Room Division management. Luxury hotel experience preferred.
Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
Experience working in a NYC Union environment or similar setting. Specifically, is both proficient in and working with the current edition of NYC CBA / IWA.
High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
Strong communication and listening skills and excellent speaking, reading, and writing ability.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
Ability to perform complex quantitative calculations or reasoning.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
Fluency in English: additional languages preferred.
Must meet legal requirements for any required licensing.

Nice To Haves

Deep understanding of lifestyle hotels.
Passion for music and knowledge of music trends preferred.
Self-starter with an entrepreneurial spirit and strong organizational skills.

Responsibilities

Support in the leading, directing, and management of department operations. Maintain regular presence throughout the department.
Lead and supervise all overnight front desk operations.
Maintain a visible presence in the lobby and front desk areas.
Ensure consistent execution of service standards and brand guidelines.
Support and coach overnight team members to deliver luxury-level guest experiences.
Handle escalated guest concerns and service recovery professionally and efficiently.
Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
Work with Director of Front Office to review and develop guest history records to enhance personalized service for repeat guests.
Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
Ensure VIP arrivals and special requests are prepared and executed flawlessly.
Review guest profiles and history to personalize service.
Conduct lobby walkthroughs to ensure presentation and security standards are maintained.
Ensure guest room standards are effectively maintained.
Ensure 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.
Oversee the nightly audit process to ensure accuracy of room revenue, folios, and daily reporting.
Verify all transactions are balanced and posted correctly.
Review daily revenue reports and prepare summaries for senior leadership.
Ensure proper handling and security of cash, credit card transactions, and confidential guest information.
Serve as the Manager on Duty during overnight hours.
Ensure safety protocols and emergency procedures are followed.
Coordinate with Security regarding incidents, reports, and safety concerns.
Complete incident reports as required.
Prepare daily handover reports for morning leadership.
Communicate operational issues and guest concerns clearly to department heads.
Monitor staffing levels and productivity overnight.
Monitor and evaluate staff performance and deliver recognition and rewards.
Promote 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.
Participate in and ensure Sound Checks are being conducted in department.
Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
Resolve guest complaints and implement changes to prevent future issues.
Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
Maintain effective relationships with guests.
Present a professional image to employees, guests, clients, owners, and investors.
Support in generating incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
Maintain confidentiality of guest, employee, and company information.