Director of Front Office

Roxy Hotel; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The Roxy Hotel in New York, NY seeks a Director of Front Office Operations to lead the Front Office team in delivering exceptional guest service. You will ensure adherence to brand standards, supervise daily operations, and drive guest satisfaction while controlling costs.

You are a professional, team-oriented leader with at least 3 years of hotel Front Office management, comfortable with shift work including days/nights/weekends, and skilled in Alice, Dayforce, Sonifi and Revinate to optimize

Qualifications

• Minimum 3 years management experience in Hotel Front Office.
• Strong leadership and coaching skills.
• Proficiency with Front Office systems (Alice, Dayforce, Sonifi, Revinate).
• Ability to work 10-hour shifts including days, nights, weekends.

Responsibilities

• Oversee all Front Office operations and coach team.
• Create an empowering environment for staff.
• Hire, schedule, train, and supervise Front Office personnel.
• Assist Front Desk, Guest Services, and Front Service as needed.
• Handle guest requests and complaints professionally according to standards.
• Ensure payroll is processed accurately and on time each week.
• Respond to hotel emergencies and safety situations.
• Suggest improvements to increase guest satisfaction, revenues, and reduce costs.
• Develop and motivate Front Office team to grow within the department.
• Work on-site full-time; 10-hour shifts include days, nights, holidays, and weekends.

Skills

Leadership

Guest relations

Staff coaching

Tools

Alice

Dayforce

Sonifi

Revinate

Job description

The Director of Front Office Operations oversees all aspects of Front Office daily operations as well as managing the Front Office team. Ensure adherence to the hotel’s standards, policies and procedures; combining a pleasant personality with a dynamic professional attitude to supervise, support and lead the Front Office Team. The ideal candidate is professional, team-oriented, possess good work ethics, and will be extremely results driven. Willingness to emulate The Roxy Hotel brand through presentation and refined style with an interest in Music, Fashion, Art, Dining & Nightlife particularly pertaining to Downtown New York City.

Responsibilities

• Overseeing all areas of the Front Office and the daily routine operation while providing coaching and motivation for all of the team members
• Create an environment that encourages empowerment
• Hire, schedule, train, and supervise overall to maximize guest service
• Assist Front Desk, Guest Services, and Front Service when needed
• Handle and accommodate all guest requests and complaints with professionalism and in accordance with established standards
• Ensuring payroll is done accurately and on time each week, entering actual hours accurately into monthly labor schedules
• Respond properly and take a supervisory role in any hotel emergency or safety situation
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues, as well as reducing costs
• Perform all other duties as assigned by management
• Develop and motivate Front Office team to grow within the department
• Working daily, on the premises for this full time position
• This 10 hour shift includes days, nights, holidays, and weekends as needed

Requirements

Experience in the following systems:

• Alice
• Dayforce (payroll)
• Sonifi
• Revinate

MUST HAVE: Minimum 3 years management experience in Hotel Front Office.