Front Office Manager

Paycom - ATS; New York (NY); On-site; USD 72,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and AD&D insurance

401(k) matching

Paid time off

8 paid holidays

Hotel discounts

Job summary

Hotel Indigo FiDi in New York, NY seeks a Front Desk Manager to oversee daily front desk, concierge, and related services, ensuring guest satisfaction and brand consistency.

The role requires leadership, excellent communication, and the ability to manage staffing, budgets, and guest relations in a fast-paced hotel environment. Four years of front desk experience and a Bachelor’s degree are preferred.

Qualifications

• Bachelor’s degree or equivalent preferred.
• Four years of front desk related experience or equivalent.
• Proven leadership and business acumen skills.
• Excellent written and oral communication skills. Bilingual skills a plus.
• Versatility to adapt to changing priorities and deadlines.

Responsibilities

• Direct and supervise front desk, concierge, bell/valet, security, and night audit teams.
• Maintain Indigo brand standards and local hospitality storytelling.
• Monitor guest registration, check-out, and phone service.
• Develop and manage department budget; control expenses.
• Ensure guest satisfaction and smooth front office operations.
• Provide guidance and training to front desk staff.

Skills

Leadership

Customer service

Communication

Bilingual (preferred)

Budget management

Staff development

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Job Details: Job Location: Hotel Indigo FiDi - NEW YORK, NY 10006, Salary Range: $72,000.00 - $75,000.00 Salary/year, Job Category: Hospitality - Hotel, Hotel Indigo is anUpscale, boutique lifestyle hotel brand featuring over 170 unique properties globally. Each location is individually designed to reflect the culture, architecture, and local stories of its surrounding neighborhood, delivering localized, design-led guest experiences paired with global hospitality standards.

SUMMARY

The Front Desk Manager manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

DUTIES AND RESPONSIBILITIES

• Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
• Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times
• Directs, implements, and maintains service standards
• Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff
• Monitors guest registration, check-out, and telephone service
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints
• Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
• Assists front office staff with resolution of guest problems/complaints as needed
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions
• Monitors social media and travel sites for response and trends
• Prepares accurate and timely reports as required
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
• Performs other related duties as assigned by management

SUPERVISORY RESPONSIBILITIES

• Directly supervises employees within the department(s)
• Indirectly supervises employees within the department(s)
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATIONS

• Proven leadership and business acumen skills
• Demonstrated proficiency in supervising and motivating subordinates
• Basic competence in subordinates’ duties and tasks
• Good judgement with the ability to make timely and sound decisions
• Excellent written and oral communication skills. Bilingual skills a plus.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail.
• Strong organizational, problem‑solving, and analytical skills.
• Ability to manage priorities and workflow.
• Proficient on Microsoft Office and brand internet platforms
• Excellent customer service skills.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor.
• Ability to effectively communicate with people at all levels and from various backgrounds.

EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent preferred
• Four years of front desk related experience or equivalent

COMPETENCIES

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Managing People--Includes staff in planning, decision‑making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Continually required to stand, walk, bend, and reach
• Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
• Occasionally required to lift/push/carry items up to 25 lbs.

BENEFITS

• Medical, Dental, and Vision Insurance
• Voluntary Short-Term and Long-Term Disability
• Company paid Basic Life and AD&D Insurance
• 401(k) with Company match
• Paid Time Off and State required sick pay
• 8 Paid Holidays
• Hotel discounts by brand