Job Description

Job Details

We are a luxury brand hotel located in the heart of New York City, offering exceptional service, modern amenities, and a welcoming environment for both leisure and business travelers. We pride ourselves on delivering a world-class experience for our guests, and we are seeking a talented, experienced, and visionary   Front Desk Manager  to lead our Guest Service Team.

Position Overview:

As the Front Desk Manager, you will be the face of our hotel, ensuring that each guest’s arrival and departure is seamless and memorable. This leadership role requires a refined sense of hospitality, exceptional communication skills, and the ability to manage a high-performing team in a fast-paced, luxury environment. You will be responsible for overseeing the front desk operations, handling guest relations, and maintaining the highest standards of service expected by our esteemed clientele.

Key Responsibilities:

• Lead, motivate, and manage a team of front desk associates to ensure the highest standards of guest service.
• Oversee the check-in and check-out processes, ensuring a smooth experience for all guests.
• Handle guest inquiries, special requests, and complaints with a refined and gracious approach.
• Ensure that the hotel’s policies, procedures, and operational standards are adhered to, maintaining an impeccable guest experience.
• Coordinate with other departments, including Housekeeping to anticipate and fulfill guest needs.
• Manage guest billing, transactions, and any financial matters with discretion and accuracy.
• Assist in the development and implementation of front desk procedures and staff training programs.
• Maintain a luxurious, clean, and organized front desk area, including the lobby.
• Promote hotel services and amenities, enhancing the overall guest experience.
• Provide personalized service to VIP guests and loyalty members, ensuring their expectations are exceeded.
• Handle special requests, such as room upgrades, transportation, and other personalized services.

Qualifications:

• Previous experience as a Front Desk Manager, Assistant Manager, or in a similar leadership role in a luxury hotel or high-end hospitality environment.
• Strong leadership abilities with experience managing and mentoring a team in a high-pressure, fast-paced environment.
• Exceptional customer service skills, with the ability to provide a personalized, high-touch experience.
• In-depth knowledge of luxury hotel operations, including check-in/check-out procedures, guest billing, and reservation systems.
• Strong communication, problem-solving, and organizational skills.
• Proficiency with hotel management software (e.g., Opera or similar systems).
• A polished and professional demeanor with a refined understanding of luxury hospitality standards.
• Flexibility to work evenings, weekends, and holidays as required.

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