Front Office Leader - Guest Experience & Revenue Growth

Highgate Hotels L.P.; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Job summary

Highgate Hotels is seeking a Front Office Manager in New York to lead Guest Services, Concierge, and Transportation, ensuring attentive, efficient service while maximizing room revenue and occupancy.

You will coach a diverse team, manage schedules, and maintain SOPs across the Front Desk. The role requires strong customer service, supervisory ability, and proficiency with Windows and Microsoft Office.

Qualifications

• Customer service excellence and guest relations.
• Supervisory experience required.
• Proficiency in Windows and Microsoft Office.

Responsibilities

• Respond to guests' requests and complaints at the Front Desk in a courteous, efficient manner.
• Motivate, coach, and supervise Guest Services staff per SOPs.
• Carry a cell phone at all times and be reachable for duties.
• Conduct Front Office interviews and assist in hiring per SOPs.
• Develop staff morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy via daily status reviews and rate variance analysis.
• Attend Rooms Merchandizing and MOD-related meetings.
• Prepare staff schedules aligning with forecast and payroll guidelines.
• Ensure accurate cash handling and adherence to credit policies.
• Collaborate with Housekeeping, Reservations, and Credit for smooth operations.
• Oversee Front Office system operation, reporting, and basic programming.

Skills

Customer service

Supervisory experience

Windows

Microsoft Office

Communication

Multitasking

Guest services

Hospitality knowledge

Job description

Highgate Hotels is seeking a Front Office Manager in New York to lead Guest Services, Concierge, and Transportation, ensuring attentive, efficient service while maximizing room revenue and occupancy.

You will coach a diverse team, manage schedules, and maintain SOPs across the Front Desk. The role requires strong customer service, supervisory ability, and proficiency with Windows and Microsoft Office.