Front Office Manager: Guest Experience & Revenue Growth

Socket.dev; New York (NY); On-site; USD 70,000 - 75,000; Full time

Job summary

InterContinental Hotels & Resorts in New York seeks a Front Office Manager to oversee guest registration, bell services, concierge, reservations, and related front office activities, ensuring guest satisfaction and profitability. Lead staff, manage labor, and promote service excellence across departments.

The role requires supervision of Front Office personnel, training on systems and cash handling, and the ability to work nights, weekends, and holidays as needed.

Qualifications

• Bachelor’s degree in Hotel Management, Business Administration, or related field plus two years Front Office/Guest Services experience, including supervisory experience in hotels.
• Must speak fluent English. Other languages preferred.
• Ability to stand behind the desk and front office areas; lift up to 50 pounds; operate PMS and reservations systems.

Responsibilities

• Assist in managing the day-to-day Front Office operations for guest registration, bell services, concierge, business center, and reservations.
• Lead the Front Office Upsell Program; coordinate training with a third-party partner, track monthly goals and achievements, and coordinate daily goals and performance.
• Schedule staff to ensure proper coverage; manage labor costs and expenses while supporting revenue and profitability goals.
• Promote teamwork and quality service with Accounting, Revenue Management, Sales, Marketing, Catering, F&B, Housekeeping, and Maintenance.
• Interact with guests, regulatory agencies, and other contacts to ensure total guest satisfaction and safety.
• May serve as manager on duty and perform other duties as assigned, including peak periods.

Skills

Fluent English

Supervisory experience

Education

Bachelor’s degree in Hotel Management, Business Administration, or related field

Job description

InterContinental Hotels & Resorts in New York seeks a Front Office Manager to oversee guest registration, bell services, concierge, reservations, and related front office activities, ensuring guest satisfaction and profitability. Lead staff, manage labor, and promote service excellence across departments.

The role requires supervision of Front Office personnel, training on systems and cash handling, and the ability to work nights, weekends, and holidays as needed.