Front Office Manager: Guest Experience Leader

Westin Grand Central; New York (NY); On-site; USD 75,000 - 78,000; Full time

Benefits offered by this job

Medical & Dental

Vision insurance

Vacation, Sick & Holiday

Pet insurance

401(k) with match

Hotel room discounts

Job summary

The Westin New York Grand Central is seeking an experienced Front Desk Leader to oversee guest arrivals, departures, and telephone service, ensuring brand standards and superior service across shifts in a busy NYC hotel. Responsibilities include supervising front desk staff, training and scheduling, managing budgets, and collaborating with sales and other departments.

2+ years Front Desk leadership, PMS proficiency, and knowledge of rewards programs are required; flexibility for regular shifts

Qualifications

• Minimum of 2 years Front Desk experience and leadership experience preferred.
• Proficient with PMS software and able to handle cash/credit transactions.
• Knowledge of guest service standards and brand programs.
• Strong communication and problem-solving skills with customers and staff.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• Maintain front office systems and equipment for peak performance.
• Monitor guest satisfaction and respond to feedback, inquiries, and complaints.
• Coordinate with other hotel departments to optimize occupancy and revenue.
• Support scheduling, training, and development of front desk staff.
• Assist in budgeting and expense controls for the front office.

Skills

Front Desk Leadership

Customer Service

Communication

Cash Handling

Problem Solving

Emergency Response

Patience & Diplomacy

Multi-tasking

Tools

PMS System

Guest Services Software

Job description

The Westin New York Grand Central is seeking an experienced Front Desk Leader to oversee guest arrivals, departures, and telephone service, ensuring brand standards and superior service across shifts in a busy NYC hotel. Responsibilities include supervising front desk staff, training and scheduling, managing budgets, and collaborating with sales and other departments.

2+ years Front Desk leadership, PMS proficiency, and knowledge of rewards programs are required; flexibility for regular shifts