Front Office Leader — Guest Experience & Revenue

IHG Hotels; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

IHG Hotels is seeking a Front Office Manager in New York to oversee daily operations of the front desk, concierge, bell services, and related areas, ensuring guest satisfaction and brand standards. The role includes supervision, training, and acting as manager on duty during absences.

Responsibilities include tracking labor costs, managing budgets, implementing upsell programs, and coordinating with accounting, revenue management, sales, and housekeeping to optimize profitability.

Qualifications

• Bachelor's degree in Hotel Management, Business Administration or related field.
• Two years front office/guest services experience including supervisory experience.
• Must speak fluent English.

Responsibilities

• Assist in managing front office areas to maximize guest satisfaction and hotel profitability.
• Monitor labor costs and expenses to meet revenue and profitability goals.
• Lead the Front Office Upsell Program; coordinate training with third party partner and track goals.
• Manage expense budgets for Front Office; inventory, order, and negotiate with suppliers for cost savings.
• Schedule staff to ensure proper coverage and assist in staffing decisions per Company policies.
• Promote teamwork and train staff on systems, cash handling, and service standards; coordinate with Related Departments.
• May serve as 'manager on duty' as required.

Skills

Fluent English

Supervisory experience

Guest services

Education

Bachelor's degree in Hotel Management, Business Administration or related field

Job description

IHG Hotels is seeking a Front Office Manager in New York to oversee daily operations of the front desk, concierge, bell services, and related areas, ensuring guest satisfaction and brand standards. The role includes supervision, training, and acting as manager on duty during absences.

Responsibilities include tracking labor costs, managing budgets, implementing upsell programs, and coordinating with accounting, revenue management, sales, and housekeeping to optimize profitability.