Manager, Front Office

124 Hard Rock Hotel NYC LLC; New York (NY); On-site; USD 100,000 - 146,300; Full time

Job summary

Hard Rock Hotel NYC is seeking an Overnight Front Office Manager to supervise the overnight front desk team, ensure service excellence, and uphold brand standards during the night shift.

You will manage night audit processes, resolve guest concerns, and coordinate with Security and other departments to ensure seamless overnight operations and a smooth morning handover.

Qualifications

• 4+ years of hospitality Room Division management experience; luxury hotel experience preferred.
• Degree or diploma in Hospitality Management, or equivalent combination of education and experience.
• Experience working in an NYC Union environment or similar setting; proficiency with NYC CBA/IWA.

Responsibilities

• Oversee all overnight front desk operations and lead the overnight team.
• Audit night processes to ensure accuracy of room revenue and daily reports.
• Maintain brand standards and deliver luxury-level guest experiences.
• Coach overnight staff and resolve guest concerns promptly and professionally.
• Coordinate with Security and other departments for smooth overnight operations.
• Prepare handover reports for morning leadership and communicate issues clearly.

Skills

People skills

Communication

Multitasking

Customer service

English fluency

MS Office

Hotel platforms

Education

Hospitality degree

Tools

MICROS Opera

Sabre/SYNXIS

Delphi

SUN

Job description

We offer a comprehensive benefits package that supports health, well-being, and work‑life balance for team members and their families.

Job Overview

The Overnight Front Office Manager is responsible for overseeing all front desk operations during the overnight shift, ensuring exceptional guest service, safety, financial accuracy, and adherence to brand standards. This role leads the overnight team, manages night audit processes, resolves guest concerns, and ensures a smooth transition to the morning operations team.

Primary Responsibilities

• Support the leading, directing, and management of department operations.
• Maintain a regular and visible presence throughout the department.
• Lead and supervise all overnight front desk operations.
• Ensure consistent execution of service standards and brand guidelines.
• Support and coach overnight team members to deliver luxury‑level guest experiences.
• Handle escalated guest concerns and service recovery professionally and efficiently.
• Monitor operations to ensure consistent sequence of service and proper execution of brand standards.
• Collaborate with the Director of Front Office to review and develop guest history records for personalized service.
• Communicate guest arrivals, departures, and additional relevant information to other departments as needed.
• Ensure VIP arrivals and special requests are prepared and executed flawlessly.
• Conduct lobby walkthroughs to maintain presentation and security standards.
• Maintain guest room standards and respond to guest needs in a timely, professional manner.
• Maintain knowledge of all property services, hours of operation, restaurant concepts, menus, dress codes, guest room types, and room rates.
• Oversee the nightly audit process to ensure accuracy of room revenue, folios, and daily reporting.
• Verify all transactions are balanced and posted correctly; review daily revenue reports and prepare summaries for senior leadership.
• Ensure proper handling and security of cash, credit card transactions, and confidential guest information.
• Serve as the Manager on Duty during overnight hours and enforce safety protocols and emergency procedures.
• Coordinate with Security regarding incidents, reports, and safety concerns; complete incident reports as required.
• Prepare daily handover reports for morning leadership and communicate operational issues and guest concerns clearly to department heads.
• Monitor staffing levels and productivity overnight; evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment and ensure compliance with employment‑related processes and documentation.
• Conduct regular staff meetings to communicate global programs, implement new products and procedures, and discuss opportunities, special events, and activities.
• Ensure Sound Checks are conducted in the department.
• Create extraordinary experiences and foster loyalty to the property and Hard Rock brand through exceptional service and product quality.
• Resolve guest complaints, implement changes to prevent future issues, and monitor quality assurance program scores and guest feedback.
• Take corrective action when necessary and ensure all property policies and procedures, including health and safety guidelines, are fully implemented.
• Maintain effective relationships with guests and present a professional image to employees, guests, clients, owners, and investors.
• Support the generation of incremental revenue and brand awareness through the creation and implementation of brand‑relevant local events and promotions.
• Operate ethically to protect the Hard Rock brand and ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.

Requirements

• 4+ years of hospitality Room Division management experience; luxury hotel experience preferred.
• Degree or diploma in Hospitality Management, or equivalent combination of education and experience.
• Experience working in an NYC Union environment or similar setting; proficiency with NYC CBA/IWA.

Skills

• High energy with effective and influential people skills.
• Positive attitude and desire to motivate others.
• Ability to prioritize and handle multiple projects simultaneously.
• Strong communication and listening skills; excellent speaking, reading, and writing.
• Ability to present information in one‑on‑one and small group settings.
• Strong quantitative reasoning and basic arithmetic skills.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and hotel‐specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Effective customer‑service skills requiring patience, tact, and diplomacy.
• Fluency in English; additional languages preferred.

Physical Demands

• Stand, walk, kneel, bend for extended periods.
• Repeat arm, hand, and wrist movements.
• Communicate verbally and perceive sound by ear.
• Use hand‑eye coordination and work with hands above shoulders.
• Occasionally move objects up to 10 lbs (5 kg).
• Tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

Additional Requirements

• Deep understanding of lifestyle hotels and passion for music and music trends.
• Self‑starter with an entrepreneurial spirit and strong organizational skills.
• Must meet legal licensing requirements.
• Ability to work evenings, weekends, and holidays as needed.

Pay Range

$100,000 - $146,300