Director of Front Office & Guest Experience

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

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.