Manager, Front Office

Hard Rock Hotel New York; New York (NY); On-site; USD 100,000 - 146,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement savings

Employee perks

Job summary

Hard Rock Hotel New York is seeking a Front Office Manager to lead the front desk operations and guide a high-touch, luxury guest experience in Midtown Manhattan.

You will train staff, ensure service excellence, and enforce Forbes and brand standards, while maximizing occupancy and room revenue. Collaboration with Sales/Marketing and a positive work culture are key aspects of the role.

Qualifications

• Minimum of 3 years in a similar role.
• Strong leadership and guest-service focus.
• Excellent communication and problem-solving skills.
• Ability to manage high-paced luxury operations.

Responsibilities

• Lead the front desk operations and ensure smooth shift turnover.
• Train, coach and develop Front Office staff to reach performance goals.
• Deliver quality customer service and resolve guest issues promptly and professionally.
• Maximize room revenue and occupancy while maintaining brand standards.
• Collaborate with Sales and Marketing to optimize group bookings and rate integrity.

Skills

Guest service

Leadership

Communication

Organization

Problem solving

Team coaching

Attention to detail

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination; it is a stage where music, design, and service come together to create unforgettable moments.

At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock.

THE ROLE

We are seeking a Front Office Manager to join our team.

This role is an integral part of delivering a high-touch, luxury guest experience, ensuring that every interaction reflects our commitment to excellence, precision, and personality.

The Front Office Manager is responsible for all duties of the front desk operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.

What You Will Rock

In this role, you will lead the execution of Front Office Operations with a focus on excellence, consistency, and guest satisfaction. You will monitor operations to ensure consistent sequence of service is followed in addition to all FORBES and brand standards are properly executed. Review and develop guest history records to enhance personalized service for repeat guests as well as ensuring guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.

You will maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.

With a strong attention to detail, you will work closely with the Sales and Marketing team to keep them informed of group booking status and maintain room rate control and availability status as well as prepare and execute business plans to ensure the maximization of department performance.

You will also manage, train, and coach the Front Office employees to achieve their career goals and maximize their potential. Monitor and evaluate staff performance and deliver recognition and rewards as well as promoting a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance. Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.

Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.

All responsibilities are executed with a focus on consistency, attention to detail, and elevated service standards.

What You Bring, The Hard Rock Standard

• You anticipate guest needs and act with intention
• You deliver service that is both polished and personal
• You take ownership of every detail of the guest journey
• You contribute to a collaborative, energized, and high-performing culture
• You are detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
• You are a natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.
• Your ability to anticipate needs, solve problems, and maintain high standards sets you apart.
• You have previous experience of a minimum of 3 years in a similar role

Compensation & Benefits

• This is a salary exempt role
• We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks.
• Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.
• Applicants must be authorized to work in the United States.

Pay Range

$100,000 - $146,300/