Front Office Manager

The Carlyle, A Rosewood Hotel; New York (NY); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a Front Office Manager to oversee daily operations and ensure exceptional guest experiences. In this dynamic role, you'll lead a dedicated team, manage front office functions, and uphold quality standards that exceed guest expectations. Your expertise in hospitality management will be crucial in resolving issues, enhancing staff performance, and maintaining effective communication across departments. Join a vibrant team where your organizational skills and problem-solving abilities will shine, contributing to a culture of excellence in service. This is an exciting opportunity to make a significant impact in a luxury environment.

Qualifications

• Minimum Bachelor’s Degree in Hospitality Management or equivalent experience.
• At least 1 year in a similar role at a luxury or ultra-luxury property.

Responsibilities

• Manage day-to-day operations, ensuring quality and guest expectations are met.
• Handle complaints and resolve grievances with guests and patrons.
• Supervise staffing levels to meet guest service and operational needs.

Skills

Detail-oriented

Organizational skills

Interpersonal skills

Problem-solving skills

Front desk operations

Proficiency in English

Education

Bachelor’s Degree in Hospitality Management

Tools

Opera

HotSOS

Microsoft Office

Job description

Join to apply for the Front Office Manager role at The Carlyle, A Rosewood Hotel

Assists the Director of Front Services in administering front office functions and supervising associates on a daily basis. Front office areas include: Bell Attendant, Door Attendant, Elevator Operator, Concierge, and Front Desk associates. The position directs and works with managers and associates to carry out procedures ensuring efficient processes as well as guest and associate satisfaction.

Essential Duties and Responsibilities – (Key Activities)

1. Manage day-to-day operations, ensuring quality, standards, and guest expectations are met daily.
2. Develop specific goals and plans to prioritize, organize, and accomplish work.
3. Handle complaints, settle disputes, and resolve grievances and conflicts with guests and patrons.
4. Supervise staffing levels to meet guest service, operational needs, and financial objectives.
5. Maintain ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and achieve desired results.
6. Understand the impact of department operations on overall property financial goals and manage to meet or exceed these goals.
7. Maintain complete knowledge of hotel features/services, room types, rates, packages, promotions, and daily operations.
8. Review daily business levels, anticipate critical situations, and plan effective solutions.
9. Work with leadership to identify and implement solutions to guest issues.
10. Conduct pre-shift meetings with associates and review relevant information.
11. Inspect and ensure all materials and equipment are ready for service; rectify deficiencies.
12. Monitor associate performance and guest interactions, ensuring prompt and courteous service.
13. Assist associates to ensure optimal guest service and resolve guest reactions and concerns.
14. Adhere to hotel safety and security procedures, including guest/employee safety and emergency protocols.
15. Ensure cashiering procedures comply with policies; assist in resolving billing disputes.
16. Handle overbooked situations and manage guest accommodations accordingly.
17. Support employee development through coaching, mentoring, and feedback.
18. Participate in recruitment, training, and employee satisfaction initiatives.
19. Control payroll and departmental expenditures, and prepare effective work schedules.
20. Represent the brand positively and uphold brand standards and company culture.
21. Maintain effective communication through meetings and reports.
22. Interact professionally with guests, staff, and community members, resolving issues promptly.
23. Perform other duties as required.

Others

While this description reflects current duties, the company reserves the right to modify duties as needed.

Required Skills –

• Detail-oriented with strong organizational skills in a multi-tasking environment.
• Team player with excellent interpersonal skills.
• Knowledge of quality standards (Forbes, LQA, Rosewood).
• Ability to perform tasks accurately and efficiently.
• Calm problem-solving skills and good judgment.
• Follow instructions thoroughly and understand guest needs.
• Work well independently and as part of a team.
• Maintain confidentiality of guest and hotel information.
• Experience with front desk operations, including Opera, HotSOS, and Microsoft Office.
• Resourceful, flexible, and creative problem solver.
• Proficiency in English; additional languages preferred.
• Physical ability to transport items, perform movements, and communicate effectively.

Qualifications –

Minimum Bachelor’s Degree in Hospitality Management or equivalent experience.

Licenses & Certifications: None required.

Experience –

At least 1 year in a similar role at a luxury or ultra-luxury property.