Front Office Leader: Guest Experience & Operations

New York Manhattan Times Square; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

M&R Hotel Management in New York is seeking a Front Office Manager for maternity leave coverage, leading the Front Office team and ensuring guest satisfaction while maintaining brand standards.

You will manage day-to-day operations, supervise staff, drive KPIs like RevPAR and guest satisfaction, and coordinate with General Manager and People & Culture to sustain operational excellence.

Qualifications

• Minimum 2-3 years of hotel Front Office experience, including at least 1 year in a supervisory or management capacity; multi-brand experience a plus.

Responsibilities

• Directly supervise, and coach all Front Office staff, including the Assistant Front Office Manager, Guest Service Agents, Night Auditors and Bellmen.
• Recruit, interview, hire, and train Front Office associates in partnership with the General Manager, Assistant General Manager and People & Culture team.
• Conduct regular performance evaluations, deliver coaching and corrective action, and support associate development and succession planning within the department.
• Lead daily pre-shift meetings and weekly department meetings to communicate goals, brand updates, and property priorities.
• Foster a positive, service-driven team culture that supports associate engagement and retention.
• Drive KPI’s including but not limited to; ITR, RevPAR, OCC%, Bonvoy Enrollments, etc.

Skills

Staff supervision

Guest service

KPI management

Leadership

Education

High school diploma or equivalent

Tools

Hotel PMS

Job description

M&R Hotel Management in New York is seeking a Front Office Manager for maternity leave coverage, leading the Front Office team and ensuring guest satisfaction while maintaining brand standards.

You will manage day-to-day operations, supervise staff, drive KPIs like RevPAR and guest satisfaction, and coordinate with General Manager and People & Culture to sustain operational excellence.