Front Desk Operations Lead — Guest Experience

Highgate Hotels, LP; New York (NY); On-site; USD 70,000 - 80,000; Full time

Job summary

Highgate Hotels, LP is hiring a Front Desk Manager for Hyatt Regency Times Square in New York. The role oversees front office operations, provides leadership to front desk staff, and ensures guest services meet Paramount standards.

The position requires strong supervision and a hands-on approach to daily hotel operations. The Operations Manager will support the Director of Front Office, maintain a visible lobby presence, and coordinate shift coverage in F&B as needed.

Qualifications

• At least 5 years of progressive experience in a hotel or related field or equivalent combinations as stated.
• Previous supervisory responsibilities.
• Must be proficient in Windows, company-approved spreadsheets and word processing.
• Long hours sometimes required.
• Sedentary work with light physical effort.
• Must communicate effectively, both verbally and in writing, with all levels of staff and guests.
• Must multitask and prioritize departmental functions to meet deadlines.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation.
• Provide strong lobby presence to assist front desk agents and guest.
• Balance the hotel room type inventory.
• Ensure all areas of the lobby and F&B operations meet standards.
• Handle guest requests and complaints during shift.
• Perform night audit functions and produce related reports.

Skills

Supervisory experience

Communication

Excel

Windows proficiency

Education

Two-year college degree

Four-year degree

Tools

Payroll software (ADP)

Job description

Highgate Hotels, LP is hiring a Front Desk Manager for Hyatt Regency Times Square in New York. The role oversees front office operations, provides leadership to front desk staff, and ensures guest services meet Paramount standards.

The position requires strong supervision and a hands-on approach to daily hotel operations. The Operations Manager will support the Director of Front Office, maintain a visible lobby presence, and coordinate shift coverage in F&B as needed.