Front Office Manager

Position Details

Title: Front Office Manager
Location: New York, NY
Salary: $80,000 to $85,000 annually
FLSA: Exempt
Status: Full-time
Reports to: Assistant General Manager and Operation Manager
Supervises: Front Office Department

Front Office Manager responsible for overseeing day‑to‑day and long‑term operations of guest reception, reservations, and telephone services while ensuring high standards of guest satisfaction and operational efficiency. Works closely with the General Manager, Assistant GM, and Operation Manager to maintain revenue, expense, and quality targets, ensuring a smooth and efficient operation that exceeds guest and ownership expectations.

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously.
• Manage all Front Office operations including guest service and registration (efficient & speedy check‑in/check‑out procedures), room inventory and availability, guest service standards, and resolving guest complaints and queries.
• Effectively train guest service agents and the Front desk team on proper front desk procedures.
• Oversee strict adherence to check‑in procedures, ensuring accurate guest details and billing information are obtained.
• Address guest issues or complaints promptly to ensure guest satisfaction.
• Assist in achieving the guest satisfaction scores for the hotel and address any deficiencies immediately.
• Ensure rooms are serviced and maintained to the company’s established standards.
• Maximize room occupancy within the agreed overbooking policy.
• Facilitate effective communication between reservations, front office staff, and other departments, including housekeeping.
• Attend morning meetings in the absence of the operation manager including BEO, safety meetings, resume meetings, townhall meetings, etc.
• Ensure that all guest charges are accurately posted and kept up to date.
• Strictly enforce credit control procedures and ensure accounts are balanced daily.
• Ensure that luggage is promptly delivered to and collected from guests.
• Maintain the cleanliness and order of all front‑of‑house areas, including the entrance and lobby.
• Monitor and develop team member performance, including supervision, scheduling, counseling, evaluations, and recognition.
• Assist in preparing weekly schedules for front office staff.
• Resolve or cover any staff shortages that arise on shift and proactively resolve future staffing issues.
• Conduct regular performance appraisals for front office staff, providing training and development as needed.
• Ensure Front office team are in compliance with clean, neat uniforms and name badges.
• Maintain regular attendance and be consistently on time.
• Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
• Monitor public areas to consistently maintain a clean, organized and inviting ambiance.
• Perform any other duties as requested by supervisor.

• 3+ years of front office management experience in a hotel environment with a strong focus on guest service and operations.
• Proven leadership and supervisory skills, with the ability to manage and develop a team.
• Strong organizational and multitasking abilities to handle daily front office operations and guest interactions.
• Proficiency in property management systems and financial reporting.
• Excellent communication skills, both verbal and written, to interact effectively with guests, staff, and management.
• Ability to analyze financial data, including budgets, forecasts, and revenue reports.
• Ability to resolve guest complaints and service issues in a professional and timely manner.
• Knowledge of hotel check‑in/check‑out procedures, billing, and room inventory management.

• Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel.
• Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests.
• Must be able to lift and carry objects up to 20 lbs occasionally.
• Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements.

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