Head of Front Office & Guest Experience

The Manner; New York (NY); On-site; USD 170,000 - 230,000; Full time

Job summary

The Manner in New York is seeking a Director of Front Office to lead all front-of-house operations, delivering a polished guest experience while upholding brand standards and financial controls.

You will recruit and develop a luxury-focused team, manage room inventory and ADR strategy, ensure peak performance of PMS systems, and collaborate with Sales, Revenue, and other departments to maximize occupancy and revenue.

Qualifications

• Bachelor's degree in hospitality or related field, or equivalent experience.
• Minimum 5 years of progressive luxury hotel leadership.
• Proven success in luxury service cultures and guest satisfaction.
• Strong communication and emotional intelligence in high-pressure settings.
• Advanced knowledge of Opera PMS and guest feedback tools.

Responsibilities

• Lead front-of-house operations to ensure flawless guest arrivals and departures.
• Recruit, coach, and develop front office staff to deliver luxury service.
• Own front-office financial performance including budgeting and payroll support.
• Optimize room inventory and ADR with a luxury mindset.
• Oversee PMS, guest messaging platforms, and related systems for peak performance.
• Ensure safety compliance and uphold brand standards.

Skills

Leadership

Luxury service

Communication

Emotional intelligence

Flexibility

Education

Bachelor's degree

Tools

Opera PMS

Guest feedback platforms

Job description

The Manner in New York is seeking a Director of Front Office to lead all front-of-house operations, delivering a polished guest experience while upholding brand standards and financial controls.

You will recruit and develop a luxury-focused team, manage room inventory and ADR strategy, ensure peak performance of PMS systems, and collaborate with Sales, Revenue, and other departments to maximize occupancy and revenue.