Guest Experience Manager – Front Desk Leader

The Manner; New York (NY); On-site; USD 75,000 - 85,000; Full time

Job summary

The Manner in New York, NY is seeking an Opportunity Front Desk Manager to oversee front desk operations and ensure staff meet service standards while delivering guest excellence. The role emphasizes proactive guest engagement, smooth check-in/out, and resolving issues to uphold brand quality.

You will supervise the front office in the absence of the Assistant General Manager, assist in bookings, manage guest requests, and contribute to budgets and forecasts.

Qualifications

• Associate’s or Bachelor's degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.

Responsibilities

• Oversee all front office operations in the absence of the Assistant General Manager.
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Practice safe work habits and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Education

Associate’s or Bachelor’s degree preferred

Job description

The Manner in New York, NY is seeking an Opportunity Front Desk Manager to oversee front desk operations and ensure staff meet service standards while delivering guest excellence. The role emphasizes proactive guest engagement, smooth check-in/out, and resolving issues to uphold brand quality.

You will supervise the front office in the absence of the Assistant General Manager, assist in bookings, manage guest requests, and contribute to budgets and forecasts.