Hotel Front Office Leader - Guest Experience & Operations

Moxy NYC East Village; New York (NY); On-site; USD 74,000 - 75,000; Full time

Job summary

The Front Office Manager at Moxy NYC East Village oversees guest check-in/check-out and leads front office and night audit teams to deliver courteous, professional service.

Responsibilities include maintaining brand standards, optimizing rate structure with Reservations, managing payroll, training staff, and ensuring clear communication across departments to maximize guest satisfaction.

Qualifications

• Three years of front desk experience.
• Two years of management experience preferred.
• College degree or coursework in hospitality related field preferred.

Responsibilities

• Maintain high standards of guest services and a consistent guest experience per brand requirements.
• Ensure management of the rate structure, via Reservations and Front Office salesmanship.
• Meet or exceed average rate goals of the hotel as well as total rooms revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• Develop programs to encourage team to provide exceptional service, control costs, improve guest service, and/or improve morale.
• Complete brand checklists weekly, monthly, quarterly.
• Maintain open and clear communication with all internal departments.
• Ensure proper and appropriate staffing and staff training in all areas at all times.
• Schedule to peaks and valleys in occupancy without supervision. Control labor costs to within budget. Process payroll, edit punches.
• Able to direct all fire, life, and safety procedures and train staff appropriately.
• Create a culture of profitability, guest satisfaction and employee satisfaction.
• Develop, implement and monitor guest service programs and VIP programs.
• Assist team in handling and solving all complaints and incidents and communicate results with corporate.
• Resolve employee complaints and grievances. Develop plans for achieving high opinion survey scores.
• Manage, reward, coach, counsel, discipline and terminate employees as needed with no supervision.
• Control departmental budget through use of check book. Develop and implement annual budget.
• Provide regular and annual performance feedback on all team members. Recommend and implement increases for same.
• Have complete knowledge of hotel services, outlet hours of operation, and knowledge of area.

Education

Three years of front desk experience

Two years of management experience preferred

College degree or coursework in hospitality related field preferred

Tools

PMS systems

Word and Excel Proficiency

Job description

The Front Office Manager at Moxy NYC East Village oversees guest check-in/check-out and leads front office and night audit teams to deliver courteous, professional service.

Responsibilities include maintaining brand standards, optimizing rate structure with Reservations, managing payroll, training staff, and ensuring clear communication across departments to maximize guest satisfaction.