Front Office Lead – Guest Experience & Operations

Chris Baily; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Equinox Hotels + Resorts in New York is seeking a Front Office Manager to oversee the Front Desk and Guest Services, Bell and Drive operations, and staff performance. You will ensure smooth operations and uphold brand standards across Forbes-compliant service levels.

The role requires directing front office teams, managing schedules, and delivering exceptional guest experiences, with responsibility for night coverage and collaboration with CORE and reservations teams in a luxury hospitality

Responsibilities

• Directs activities of Front Office staff and conducts performance evaluations; implements disciplinary actions as required.
• Reviews and manages department schedules to ensure staff support and business needs are met.
• Coordinates guest arrivals, departures and billing/credit requirements, including special attention, returning guests and groups.
• Ensures compliance with all financial and credit procedures and controls, including cash handling, disbursements and direct billings.
• Ensures the Front Office team is trained and well-versed with all service standards including Forbes.
• Effectively handles guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
• Provides basic troubleshooting support for in-room services such as internet, TV, movies, games and web services.
• Works with Bell staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Takes prompt action in all matters related to safety, security, well-being and satisfaction of hotel guests and employees; responds swiftly in emergencies.
• Provides coverage for Night Manager’s days off and vacation.
• Assist CORE Department with reservation needs.
• Attends all required leadership meetings as determined by the Asst. Director of Front Office.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• May be assigned other duties at management’s discretion.

Job description

Equinox Hotels + Resorts in New York is seeking a Front Office Manager to oversee the Front Desk and Guest Services, Bell and Drive operations, and staff performance. You will ensure smooth operations and uphold brand standards across Forbes-compliant service levels.

The role requires directing front office teams, managing schedules, and delivering exceptional guest experiences, with responsibility for night coverage and collaboration with CORE and reservations teams in a luxury hospitality