Front Office Manager: Guest Experience & Team Leadership

HEI Hotels & Resorts; New York (NY); On-site; USD 75,000 - 78,000; Full time

Benefits offered by this job

Medical and Dental coverage

Vision insurance

401(k) with company matching

Discount programs (YouDecide, hotel)

Paid time off (vacation/sick/holiday)

Job summary

HEI Hotels & Resorts seeks a Front Office Leader to oversee guest registration, service standards, and staff development at The Westin New York Grand Central. The role requires guiding the front desk team, supervising operations, and ensuring brand standards are upheld during high-activity periods.

You will forecast and monitor budgets, manage labor costs, and collaborate with sales to improve occupancy and revenue.

Qualifications

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Proficient with PMS system.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Skills

Front Desk

PMS System

Rewards program

Cash handling

Computer literacy

Customer service

Conflict resolution

Safety awareness

Communication skills

Team collaboration

Job description

HEI Hotels & Resorts seeks a Front Office Leader to oversee guest registration, service standards, and staff development at The Westin New York Grand Central. The role requires guiding the front desk team, supervising operations, and ensuring brand standards are upheld during high-activity periods.

You will forecast and monitor budgets, manage labor costs, and collaborate with sales to improve occupancy and revenue.