Operations Duty Manager at the Crosby Street Hotel

Crosby Hotel LLC • New York, NY

11h • $90,000 - $95,000

About The Position

The Operations Duty Manager is a key rooms-focused leadership role, reporting directly to the General Manager and Assistant General Manager. Acting as the most senior manager on duty during assigned shifts, this individual serves as the face of hotel leadership—ensuring seamless daily operations while delivering exceptional guest experiences.

This highly visible, hands-on role requires strong leadership, sound judgment, and the ability to respond quickly and effectively to guest and operational needs across all departments.

Requirements

• Previous experience as a Duty Manager or Department Head in a luxury or 5-star hotel
• Strong leadership and interpersonal skills with a guest-centric approach
• Excellent communication and problem-solving abilities
• High attention to detail and commitment to service excellence
• Ability to remain calm, flexible, and solutions-driven in a fast-paced environment

Nice To Haves

• Experience with Opera PMS and Micros POS
• Food Safety Certification and/or CPR/AED certification

Responsibilities

• Serve as the primary point of contact for guest concerns, special requests, and service recovery during shifts
• Personally welcome and manage VIP guests, ensuring a bespoke and memorable stay
• Deliver warm, personalized service in line with Firmdale Hotels’ standards
• Build meaningful guest relationships and anticipate needs to exceed expectations
• Act as the most responsive manager on duty, supporting all departments as needed
• Oversee daily hotel operations to ensure service excellence and brand consistency
• Conduct regular floor presence, walkthroughs, and service quality checks
• Collaborate closely with Front Office, Housekeeping, and other departments to maintain seamless operations
• Serve as a liaison between senior leadership, guests, and operational teams
• Ensure the safety and security of guests, employees, and the property at all times
• Conduct routine health and safety inspections and ensure compliance with all standards
• Manage incidents and emergencies with professionalism and clear documentation
• Support adherence to risk assessments, training protocols, and safety procedures
• Lead by example, fostering a positive, collaborative, and service-driven culture
• Support and coach team members and department leaders in real time
• Reinforce service standards and drive accountability across all departments

Benefits

• Medical, dental, vision, and life insurance
• Paid time off (vacation, sick, and personal days)
• Transit benefits and NY Secure Choice enrollment from Day One
• Complimentary uniform dry cleaning
• Staff meals during shifts
• Career growth and development opportunities, including annual education reimbursement
• Employee events and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees