Front Office Operations Lead: Guest Experience

Highgate Hotels L.P.; New York (NY); On-site; USD 85,000 - 110,000; Full time

Job summary

Highgate Hotels is seeking an Operations Manager for its New York City property to lead Front Office operations and improve productivity across departments including F&B, Housekeeping, and Engineering. The role requires strong supervisory skills and a proactive presence to guide staff and guest experiences.

The ideal candidate will manage lobby operations, handle guest requests, and oversee night audit activities while ensuring Paramount standards and effective interdepartmental collaboration.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience; or a 4-year degree and a minimum of 1 year of progressive experience.
• Previous supervisory responsibilities.
• Must be proficient in Windows, company-approved spreadsheets and word processing.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering)
• Provide strong lobby presence to assist front desk agents and guests
• Provide all aspects of shift coverage in F&B operations as needed
• Balance the hotel room type inventory
• Ensure all areas of the lobby, Mezzanine level and F&B operations are functioning to Paramount standards
• Monitor and action Nor 1 upsell program
• Handle guest's special requests and customer complaints during shift
• Perform all other front desk duties and responsibilities
• Investigate and handle complaints, disturbances, emergencies, etc. during shift
• Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed
• Coach, train, counsel hourly associates and administer discipline as needed
• Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports
• Prepare, copy, and distribute reports as required
• Handle special guest requests
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency
• Attend all hotel required meetings and trainings
• Participate in M.O.D. coverage as required

Skills

Supervisory experience

Multitasking

Excellent communication

Guest service orientation

Tools

Windows

Excel/Spreadsheets

Word processing

Job description

Highgate Hotels is seeking an Operations Manager for its New York City property to lead Front Office operations and improve productivity across departments including F&B, Housekeeping, and Engineering. The role requires strong supervisory skills and a proactive presence to guide staff and guest experiences.

The ideal candidate will manage lobby operations, handle guest requests, and oversee night audit activities while ensuring Paramount standards and effective interdepartmental collaboration.