Manager, Front Office

Hard Rock Hotel & Casino Ottawa; New York (NY); On-site; USD 95,000 - 100,000; Full time

Job summary

Hard Rock Hotel & Casino Ottawa is seeking an Overnight Front Office Manager to oversee all front desk operations during the overnight shift, ensuring guest service, safety, financial accuracy, and brand standards. This role leads the overnight team, manages night audits, and ensures a smooth handover to the morning team.

Requirements include 4+ years in hospitality room division management, a Hospitality Management degree, and union-environment experience.

Qualifications

• 4+ years in hospitality room division management, luxury hotel experience preferred.
• Degree/diploma in Hospitality Management or equivalent experience.

Responsibilities

• Oversee all overnight front desk operations and night audits.
• Maintain brand standards and service quality for overnight guests.
• Lead and coach overnight team; manage guest concerns professionally.
• Coordinate with security, lobby, and morning team for smooth handover.
• Review guest histories to personalize service and drive guest loyalty.
• Ensure accurate cash handling, revenue reporting, and safety procedures.

Skills

Front Desk Ops

Overnight Shift

Guest Service

Team Leadership

Brand Standards

Conflict Resolution

Union Environment

Microsoft Office

Opera/Sabre/Synxis

Education

Hospitality Management Degree

Education/Experience Suitable

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:

COMPENSATION $95,000.00-$100,000.00

The Overnight Front Office Manageris responsible foroverseeing 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 smooth transition to the morning operations team.

PRIMARY RESPONSIBILITIES

• Support in the leading, directing, and management ofdepartment operations.Maintain regular presence throughout the department.
• Lead and supervise all overnight front desk operations.
• Maintain a visible presence in the lobby and front desk areas.
• 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 isfollowedand all brand standards are properly executed.
• Work with Director of Front Office to review and develop guest history records to enhance personalized service for repeat guests.
• Regularly and clearly communicate guest arrivals and departures andadditionalrelevant information with other departments, as needed.
• Ensure VIP arrivals and special requests are prepared and executed flawlessly.
• Review guest profiles and history to personalize service.
• Conduct lobby walkthroughs to ensure presentation and security standards are maintained.
• Ensure guest room standards are effectivelymaintained.
• Ensure guests’ needs and concerns are responded to ina timely, professional, and friendly manner with a focus on service recovery.
• 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.
• Oversee the nightly audit process to ensure accuracy of room revenue, folios, and daily reporting.
• Verifyall 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.
• Ensure safety protocols and emergency procedures are followed.
• Coordinate with Securityregardingincidents, reports, and safety concerns.
• Complete incident reports asrequired.
• Prepare daily handover reports for morning leadership.
• Communicate operational issues and guest concerns clearly to department heads.
• Monitor staffing levels and productivity overnight.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment for all employees and ensure allemployment-relatedprocesses and documentationare 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.
• Participate in and ensure Sound Checks are being conducted indepartment.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback.Takecorrectiveaction when necessary.
• Ensure all property policies and procedures are fully implemented indepartment, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Support in generatingincremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
• Operate ethically to protect the Hard Rock brand.Ensure brand and businessinitiatives are implemented.
• Maintain confidentiality ofguest, employee, and company information.

This job description reflectsthe position's essential functions;it does not encompassall ofthe tasks that may be assigned.

REQUIREMENTS

EXPERIENCE, EDUCATION,AND CERTIFICATIONS

• 4+ years' experience in hospitality Room Division management.Luxury hotel experience preferred.
• Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
• Experience working in a NYC Union environment or similar setting. Specifically,isboth proficient in and working with the current edition of NYC CBA / IWA.

SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Abilityto prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehendand use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communicationand listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting,multiplyingor dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will requirehigh levelsof patience, tact, and diplomacy.
• Fluency in English:additionallanguages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisyenvironment.

ADDITIONALREQUIREMENTS

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

Pay Range:

$100,000 - $146,300/