Front Office & Guest Experience Director

Highgate Hotels, LP; New York (NY); On-site; USD 100,000 - 110,000; Full time

Job summary

The Manhattan at Times Square, part of Highgate Hotels, is seeking a Director of Front Office to oversee Guest Services, Valet and Front Desk operations, ensuring attentive, efficient service and maximizing room revenue. This role partners with hotel leadership to develop managers, drive standards, and coordinate with Food & Beverage and retail operations.

A minimum six years in a hotel environment or a combination of education and experience is required.

Qualifications

• Minimum six years of progressive hotel experience or an equivalent combination of education and experience
• Proven leadership and guest services management experience
• Strong communication and coaching abilities
• Ability to oversee front office operations including Guest Services, Valet, and Front Desk
• Proficiency with MS Excel and MS Word is required

Responsibilities

• Oversee Guest Services, Valet and Front Desk operations to deliver attentive, efficient service
• Maximize room revenue while maintaining quality service and standards
• Coach, develop and discipline front office staff according to SOPs
• Coordinate with other departments and external restaurant/retail operations
• Attend daily/monthly meetings and monitor service standards and training
• Monitor labor costs and budget adherence, participate in forecasting and revenue planning
• Ensure compliance with Highgate Hotel policies and procedures

Skills

Guest Services

Leadership

Operations Management

Budgeting

Communication

Tools

MS Excel

MS Word

Job description

The Manhattan at Times Square, part of Highgate Hotels, is seeking a Director of Front Office to oversee Guest Services, Valet and Front Desk operations, ensuring attentive, efficient service and maximizing room revenue. This role partners with hotel leadership to develop managers, drive standards, and coordinate with Food & Beverage and retail operations.

A minimum six years in a hotel environment or a combination of education and experience is required.