Front Desk Manager

Northwood Hospitality LLC; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Northwood Hospitality is seeking a Front Office Manager to oversee daily front office operations, guest service, and team leadership at our hotel in New York. You will coordinate front desk agents, night auditors, and bell staff to deliver exceptional service.

You will manage check-in/check-out, reservations, and room assignments, monitor KPIs, optimize labor costs, and support sales through upselling. Strong PMS experience and yield management knowledge are essential.

Qualifications

• Experience as Front Office Manager or similar in hospitality.
• Strong leadership and interpersonal skills.
• Proficient with hotel PMS and reservation systems.
• Knowledge of yield management and revenue optimization.
• Able to work flexible hours including weekends and holidays.

Responsibilities

• Oversees guest interactions ensuring prompt, courteous service.
• Resolves guest complaints promptly and satisfactorily.
• Recruits, trains, and develops front office staff.
• Manages check-in/check-out, reservations, and room assignments.
• Monitors KPIs and optimizes labor costs and front office performance.
• Promotes upselling and cross-selling to increase revenue.

Skills

Leadership

Interpersonal skills

Problem-solving

Decision-making

PMS proficiency

Reservation systems

Yield management

Attention to detail

Organizational skills

Flexible hours

Tools

PMS (Property Management System)

Yield management software

Job description

Job Description

The Front Office Manager is responsible for overseeing the daily operations of the hotel's front office department, ensuring exceptional guest service and efficient operations. This role requires strong leadership, problem-solving, and communication skills to manage a team of front desk agents, night auditors, and bell staff.

Responsibilities

• Guest Service:
  • Oversees all guest interactions, ensuring prompt, courteous, and efficient service.
  • Resolves guest complaints and issues in a timely and satisfactory manner.
  • Ensures guest satisfaction through proactive problem-solving and attention to detail.
• Team Management:
  • Recruits, hires, trains, and develops front office staff.
  • Creates and manages staff schedules to optimize labor costs and ensure adequate coverage.
  • Conducts performance reviews and provides feedback to improve employee performance.
  • Motivates and empowers the team to deliver exceptional service.
• Operations Management:
  • Manages daily front office operations, including check-in, check-out, reservations, and room assignments.
  • Monitors key performance indicators (KPIs) to track department performance and identify areas for improvement.
  • Ensures compliance with hotel policies, procedures, and brand standards.
  • Maintains a clean, organized, and welcoming front office environment.
• Financial Management:
  • Monitors and controls departmental expenses to maximize profitability.
  • Ensures accurate and timely processing of guest charges and payments.
  • Conducts regular audits to identify and correct discrepancies.
• Sales and Marketing:
  • Assists with sales and marketing efforts by promoting the hotel's amenities and services.
  • Implements upselling and cross-selling techniques to increase revenue.

Qualifications

• Proven experience as a Front Office Manager or similar role in the hospitality industry.
• Strong leadership and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Proficient in hotel property management systems (PMS).
• Knowledge of reservation systems and yield management.
• Strong attention to detail and organizational skills.
• Ability to work flexible hours, including weekends and holidays.

Source: Northwood Hospitality