Front Office Leader: Guest Experience Director

Mcr-Hotels; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

The Lexington Hotel NYC is seeking a Director of the Front Desk to lead all front office functions, guiding managers and staff to deliver outstanding guest service while optimizing department financial performance.

Responsibilities include setting performance expectations, managing staffing, and maintaining high standards of operation. The role requires a proven front office leadership background, strong communication, and a hands-on, proactive approach to service excellence.

Qualifications

• Previous Front Office Director experience is required.
• At least 6 years of progressive experience in a hotel or related field preferred.
• 4-year college degree preferred.
• Effective communication skills both verbally and written.
• Ability to multitask and prioritize.
• Excellent problem solving and diplomacy.
• Ability to maintain confidentiality of information.
• Strong leadership skills and self-motivation.
• A flexible schedule that includes days, nights, holidays and weekends.

Responsibilities

• Lead and direct front office operations and team members.
• Oversee guest check-in/check-out procedures and satisfaction programs.
• Drive revenue and monitor department budgets and performance.
• Communicate goals and monitor progress with team.
• Conduct department meetings and align with SOPs/LSOPs.
• Manage staffing levels to meet guest service and financial objectives.
• Resolve guest problems and coach staff for continuous improvement.
• Ensure compliant with front office policies and standards.

Skills

Front Office leadership

Effective communication

Multitasking

Problem solving

Diplomacy

Team motivation

Confidentiality

Strong computer skills

Customer service

Education

4-year college degree

Job description

The Lexington Hotel NYC is seeking a Director of the Front Desk to lead all front office functions, guiding managers and staff to deliver outstanding guest service while optimizing department financial performance.

Responsibilities include setting performance expectations, managing staffing, and maintaining high standards of operation. The role requires a proven front office leadership background, strong communication, and a hands-on, proactive approach to service excellence.