Front Office Leader: Guest Experience & Operations

Loews Hotels, LLC.; New York (NY); On-site; USD 72,000 - 90,000; Full time

Benefits offered by this job

Competitive health & wellness benefits

401(k) & company match

Paid Sick Days, Vacation, Holidays, &

Job summary

Loews Regency New York Hotel on Park Avenue is seeking a Front Desk Supervisor to oversee daily agent activities, interact with guests, and drive exceptional service. The role emphasizes exceeding guest expectations, coaching front desk teams, and coordinating with purchasing and other departments to maintain smooth operations.

The position requires excellent communication and guest service skills, a hospitality degree or equivalent experience, and a minimum of two years at a front desk.

Qualifications

• Excellent communication skills - oral and written.
• Excellent guest service skills.
• Knowledge of computer programs utilized in property management.
• Able to work a flexible schedule, including weekends and holidays.
• Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills.
• Minimum two years' experience as Front Desk Agent at a comparable quality property.

Responsibilities

• Oversees daily agent activities at the Front Desk and ensures all Team Members are adhering to the company standards.
• Interacts with the guest and handles all guest requests.
• Provides a four diamonds and more experience by focusing on exceeding guest expectations.
• Supports the Front Desk Agents by providing constant feedback and training.
• Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.
• Responsible for controlling the inventory levels and works closely with the purchasing department.
• Coordinates the quality, efficiency, and safe operations of the Front Office department.
• Ensures safe and efficient flow of traffic of arriving and departing guests.
• Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service.
• Maintains open lines communication with other departments
• Interacts frequently with guests to ensure satisfaction with services
• Attends all required meetings for position
• Oversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all times
• Conducts regularly scheduled meetings and training as required
• Answers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction
• Ensures that all requests are handled promptly, accurately, and with utmost courtesy
• Reviews/maintains daily payroll report/records for overnight team, maintaining labor costs within forecasted budgetary guidelines
• Ensures that all daily and group reports are distributed to appropriate parties
• Other duties as assigned

Skills

Excellent communication

Guest service excellence

Property management software knowledge

Flexible schedule

Education

Bachelor's degree in Hospitality Management or related field

Two years' Front Desk Agent experience

Tools

Property management software

Job description

Loews Regency New York Hotel on Park Avenue is seeking a Front Desk Supervisor to oversee daily agent activities, interact with guests, and drive exceptional service. The role emphasizes exceeding guest expectations, coaching front desk teams, and coordinating with purchasing and other departments to maintain smooth operations.

The position requires excellent communication and guest service skills, a hospitality degree or equivalent experience, and a minimum of two years at a front desk.