Front Office Leader - Guest Experience & Operations

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term and long-term disability

401(k) with employer matching

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Jury duty leave and other leave

Job summary

Highgate Hotels seeks an Operations Manager for a premier Times Square property. You will plan and direct front-office operations to improve productivity and guest satisfaction, coordinating with F&B, Housekeeping, and Engineering. Strong leadership and hotel operations experience are essential in a fast-paced environment.

Responsibilities include payroll management, shift coverage, service standards, and participation in periodic meetings to maintain high morale and efficiency.

Qualifications

• At least 5 years of progressive experience in a hotel or related field.
• 2-year college degree and minimum 3 years of progressive experience in a related field; or
• 4-year degree and minimum 1 year of progressive experience in a related field.
• Previous supervisory responsibilities.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Effective verbal and written communication at all staff levels.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance and professional appearance in line with standards.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation.
• 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.
• Monitor and action Nor 1 upsell program.
• Handle guest’s special requests and customer complaints during shift.
• Perform Night Audit functions and produce related reports.
• Attend required meetings and trainings; participate in MOD coverage as needed.

Skills

Hotel Operations

Supervisory Experience

Guest Service

Multitasking

Education

2-year college degree

4-year degree

5+ years hotel experience

Tools

Windows

Spreadsheets

Word Processing

Job description

Highgate Hotels seeks an Operations Manager for a premier Times Square property. You will plan and direct front-office operations to improve productivity and guest satisfaction, coordinating with F&B, Housekeeping, and Engineering. Strong leadership and hotel operations experience are essential in a fast-paced environment.

Responsibilities include payroll management, shift coverage, service standards, and participation in periodic meetings to maintain high morale and efficiency.