Luxury Front Office Lead: Guest Experience & Ops

Gurney's Montauk; Montauk (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Gurney’s Montauk is seeking an Assistant Front Office Manager to oversee Front Desk, Concierge, and Guest Services teams in a luxury Montauk setting. You will support training, schedule staff, and handle guest concerns to ensure seamless service.

Experience with OPERA and HotSos, plus MS Office, and a passion for guest satisfaction, are essential. Flexible hours, weekend coverage, and a focus on operational efficiency are expected.

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred.
• 1-2 years of experience in hotel operations.
• Strong leadership and guest-satisfaction focus.
• Familiarity with OPERA, HotSos, and MS Office.
• Excellent communication and problem-solving abilities.

Responsibilities

• Support the Front Office Manager in leading and managing the Front Desk, Concierge, and Guest Services teams.
• Assist with training, scheduling, and performance management to ensure consistent service standards.
• Oversee daily operations, including check-in/check-out, room assignments, and guest requests.
• Utilize OPERA and HotSos systems to manage room inventory, guest profiles, and maintenance tasks.
• Address guest inquiries, complaints, and special requests promptly, ensuring high satisfaction levels.
• Coordinate with other departments, including Housekeeping and Engineering, to provide seamless service.
• Assist in maintaining accurate records of guest preferences, special dates, and service notes to personalize experiences.
• Step in to cover staff roles during breaks, absences, or high-traffic periods, ensuring smooth operations.
• Monitor payroll adherence to budget guidelines, supporting efficient labor cost management.
• Help prepare reports on Front Office performance, identifying areas for improvement and suggesting solutions.
• Stay updated on hospitality trends and new technologies to continually improve service delivery.
• Perform other reasonable duties as required by management.

Skills

Leadership

Guest satisfaction

Communication

Team collaboration

Problem-solving

Education

Bachelor's degree in Hospitality Management

Tools

OPERA

HotSos

Microsoft Office

Job description

Gurney’s Montauk is seeking an Assistant Front Office Manager to oversee Front Desk, Concierge, and Guest Services teams in a luxury Montauk setting. You will support training, schedule staff, and handle guest concerns to ensure seamless service.

Experience with OPERA and HotSos, plus MS Office, and a passion for guest satisfaction, are essential. Flexible hours, weekend coverage, and a focus on operational efficiency are expected.