Front Office & Guest Services Operations Manager

Highgate; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Highgate Hotels in New York City is seeking an Operations Manager to direct Front Office operations and coordinate with Food & Beverage, Housekeeping, and Engineering teams to maximize productivity and guest satisfaction.

The role requires leading the Front Office, ensuring room inventory is managed, and delivering consistent service standards, with strong emphasis on staff supervision, payroll oversight, and nightly audit activities.

Qualifications

• 5+ years progressive hotel operations experience.
• Previous supervisory responsibilities.
• Excellent verbal and written communication with staff and guests.
• Proficient in Windows and Office suite.
• Ability to multitask and manage shift coverage.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation; provide support to other departments (F&B, Housekeeping, Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Provide all aspects of shift coverage in F&B operations as needed.
• Balance the hotel room type inventory.
• Ensure lobby, Mezzanine, and F&B areas meet Paramount standards for cleanliness and conditions.
• Monitor and act on upsell programs.
• Handle guest requests and complaints during shift.
• Perform front desk duties and reports; Night Audit support as needed.
• Conduct training, coaching, and discipline for hourly staff as required.
• Attend required meetings and trainings; participate in MOD coverage.

Skills

Supervisory experience

Windows proficiency

Spreadsheet software

Communication skills

Multitasking

Guest service

Education

Associate degree

Bachelor's degree

Tools

Microsoft Windows

Company-approved spreadsheets

Word processing

Job description

Highgate Hotels in New York City is seeking an Operations Manager to direct Front Office operations and coordinate with Food & Beverage, Housekeeping, and Engineering teams to maximize productivity and guest satisfaction.

The role requires leading the Front Office, ensuring room inventory is managed, and delivering consistent service standards, with strong emphasis on staff supervision, payroll oversight, and nightly audit activities.