Front Office Leader: Guest Experience & Team Coach

Northwood Hospitality LLC; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Northwood Hospitality is seeking a Front Office Manager to oversee daily front office operations, guest service, and team leadership at our hotel in New York. You will coordinate front desk agents, night auditors, and bell staff to deliver exceptional service.

You will manage check-in/check-out, reservations, and room assignments, monitor KPIs, optimize labor costs, and support sales through upselling. Strong PMS experience and yield management knowledge are essential.

Qualifications

• Experience as Front Office Manager or similar in hospitality.
• Strong leadership and interpersonal skills.
• Proficient with hotel PMS and reservation systems.
• Knowledge of yield management and revenue optimization.
• Able to work flexible hours including weekends and holidays.

Responsibilities

• Oversees guest interactions ensuring prompt, courteous service.
• Resolves guest complaints promptly and satisfactorily.
• Recruits, trains, and develops front office staff.
• Manages check-in/check-out, reservations, and room assignments.
• Monitors KPIs and optimizes labor costs and front office performance.
• Promotes upselling and cross-selling to increase revenue.

Skills

Leadership

Interpersonal skills

Problem-solving

Decision-making

PMS proficiency

Reservation systems

Yield management

Attention to detail

Organizational skills

Flexible hours

Tools

PMS (Property Management System)

Yield management software

Job description

Northwood Hospitality is seeking a Front Office Manager to oversee daily front office operations, guest service, and team leadership at our hotel in New York. You will coordinate front desk agents, night auditors, and bell staff to deliver exceptional service.

You will manage check-in/check-out, reservations, and room assignments, monitor KPIs, optimize labor costs, and support sales through upselling. Strong PMS experience and yield management knowledge are essential.