Director of Front Office

Equinox Hotels; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Equinox Hotels in New York City seeks a Director of Front Desk Operations to lead the Front Desk, Guest Services, Concierge, and CORE, and to oversee budget, staffing, training, brand standards, and financial controls. Acts as Manager on Duty when senior management is away.

The role reports to the Director of Rooms and requires a proven track record in luxury NYC hotels, strong guest relations, and leadership skills.

Qualifications

• Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding.
• Prior guest relations training.
• Bachelor’s Degree or Equivalent.
• Three to Five years in a similar role in luxury NYC hotels.
• NYC Union experience required.
• Ability to perform duties with attention to detail, speed, accuracy, and courtesy, with minimal supervision.

Responsibilities

• Directs activities of all staff, including the Manager on Duty and Overnight Manager.
• Conducts performance evaluations and implements disciplinary actions as required.
• Reviews and manages department schedules to support staff and meet business needs.
• Coordinates guest arrivals, departures and billing/credit requirements, including special cases.
• Ensures compliance with financial procedures, cash handling, and direct billings.
• Ensures Front Office team is trained to service standards, including Forbes.
• Handles guest requests and complaints with timely, appropriate resolutions.
• Responds to emergencies and safety-related situations.
• Attends required leadership meetings as determined by General Manager.
• Complies with Work Rules and Standards of Conduct.
• Works harmoniously with coworkers and supervisors.
• May be assigned other duties at management’s discretion.

Skills

English communication

Guest relations

Attention to detail

Emergency response

Multitasking

Education

Bachelor’s Degree or Equivalent

Job description

Our Company

Equinox Hotels will cater to the high-performance traveler guest and those aspiring for high performance and will fuse substance and style to serve as the ultimate hotel destination with a 360-degree lifestyle experience. Our hotels will offer the bespoke experiences and unparalleled services consumers have come to expect from Equinox over its 25-year history.

Our Code

IT’S NOT FITNESS. IT’S LIFE. We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness. We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it. We dream big and don’t settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results. We are obsessed with what’s new, what’s now, what’s next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We value humility and a team approach at every level of the company. If you are a high performing individual who is passionate about winning and inspiring others, we are excited to discuss career opportunities with you.

Job Overview:

Directs and controls the overall operation and staff of the Front Desk, Guest Services (Bell and Door/Driveway), Concierge and CORE. Responsibilities include, but are not limited to, budget, staffing, hiring, training, maintaining brand standards, financial controls and guest relations. Acts as Manager on Duty in the absence of senior management.

Reports To:

Director of Rooms

Key Relationships

Internal: Front Office Staff

External: Hotel guests/visitors, other hotel personnel, and vendors/suppliers.

Essential Job Functions

• Directs activities of all staff, including the Manager on Duty and Overnight Manager.
• Conducts performance evaluations and implements disciplinary actions as required.
• Reviews and manages department schedules to ensure staff is supported and business needs are being met.
• Ensures coordination of guest arrivals, departures and billing/credit requirements, including those requiring special attention, returning guests and groups.
• Ensures compliance with all financial and credit procedures and controls, including cash handling, disbursements and direct billings.
• Ensures the Front Office team is trained and well-versed with all service standards including Forbes.
• Effectively establishes systems and processes to handle guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
• Takes prompt action in all matters related to the safety, security, well-being and satisfaction of hotel guests and employees. Responds swiftly and effectively in any emergency or safety-related situation.
• Attends all required leadership meetings as determined by the General Manager.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• May be assigned other duties at the discretion of management.

Qualifications/Skills

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their understanding.
• Prior guest relations training.
• Bachelor’s Degree or Equivalent.
• Three to Five years in a similar role in luxury NYC hotels.
• NYC Union experience required.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to think quickly and act appropriately in emergency situations.
• Perform well under pressure situations, time demands, and work overtime when needed.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• General computer knowledge and ability to enter work orders, make notes, etc. or related system.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays).

Essential Physical Abilities

• Endure various physical movements throughout the work areas.
• Ability to push, pull, grasp, lift or carry supplies, equipment or supplies
• Ability to work in a standing position for long periods of time (up to 5 hours).
• Explain: One-on-one communication with guest, manager and fellow employees.
• Must be able to see the physical conditions of designated areas.
• Must be able to observe the physical environment and respond to emergency situations.
• Ability to effectively handle multiple demands and challenging guest relations issues.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.