Front Office & Guest Experience Leader

Highgate; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Highgate seeks a Front Office Manager for its iconic hotel in Times Square. You will supervise Guest Services and Uniformed Services, ensuring attentive, friendly, efficient service before and during guests’ stays while maximizing room revenue and occupancy. Leadership and SOP adherence are essential.

You will oversee daily operations, coach staff, manage schedules, and collaborate with Accounting on follow-up items, ensuring a seamless guest experience and adherence to Highgate Hotel standards.

Qualifications

• Demonstrated ability to provide exceptional guest service.
• Supervisory experience required.
• Strong communication and interpersonal skills across all levels of staff.

Responsibilities

• Respond to guest requests, problems, and complaints in a courteous manner and follow up for satisfaction.
• Motivate, coach and discipline Guest Services personnel per SOPs.
• Maximize room revenue and occupancy through daily status reviews and rate variance analysis.
• Coordinate scheduling, payroll budgets and productivity requirements.
• Ensure accurate cash handling and adherence to hotel policies.

Skills

Customer service skills

Supervisory experience

Effective communication

Multitasking & prioritization

Attention to detail

Education

Associate degree

Bachelor’s degree

4-year college degree

Tools

Windows

Microsoft Office

Job description

Highgate seeks a Front Office Manager for its iconic hotel in Times Square. You will supervise Guest Services and Uniformed Services, ensuring attentive, friendly, efficient service before and during guests’ stays while maximizing room revenue and occupancy. Leadership and SOP adherence are essential.

You will oversee daily operations, coach staff, manage schedules, and collaborate with Accounting on follow-up items, ensuring a seamless guest experience and adherence to Highgate Hotel standards.