Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $18.25 - $27.50
Work Schedule
Day Shifts
Fixed Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
performance bonuses
Job Description
The hiring establishment is a hospitality brand known for creating exceptional guest experiences through attentive service and a commitment to quality. This company operates within the hotel industry, offering accommodations combined with a welcoming lobby and front desk environment designed to ensure guest satisfaction and seamless service delivery. The hotel is distinguished by its dedication to fostering a culture of responsibility and the professional development of its staff, while maintaining strict adherence to operational procedures and policies. It is well-regarded for promoting a strong brand identity, actively monitoring guest feedback, and maintaining a high standard of customer service to meet the demands of a competitive hospitality market.
The role available is that of a Front Office Manager, a pivotal position responsible for managing and coordinating the daily operations and activities of the front desk and lobby area. This position involves overseeing various staff including front desk agents, concierge, bell/valet personnel, security staff, and night audit teams. The Front Office Manager ensures compliance with established service standards and operational policies, working diligently to surpass guest expectations and optimize the profitability and efficiency of front office operations. The manager must possess profound knowledge of daily hotel metrics like house count, guest arrivals and departures, room rates, and promotional packages, and effectively communicate this information to the team to ensure smooth service delivery.
Key responsibilities include developing budgets, managing departmental expenses, and implementing programs to enhance guest satisfaction. Additionally, the manager plays an active role in frontline duties when necessary, such as handling guest check-in and check-out processes, responding promptly to guest inquiries, and resolving any complaints or issues to maintain a pleasurable guest experience. Supervisory duties are significant in this role, including hiring, training, motivating, and scheduling front office staff, while continuously monitoring performance and adherence to safety regulations and organizational policies.
An exceptional candidate will have proven leadership capabilities demonstrated through at least four years of relevant experience, exceptional communication skills, and the ability to work under shifting priorities with enthusiasm and precision. Proficiency with Microsoft Office, relevant brand internet platforms, and specialized hotel management software like Profit Sword is essential. The role also requires maintaining certifications related to site and fire safety applicable to New York City. The Front Office Manager is expected to be a brand ambassador, exhibiting a professional appearance and demeanor that aligns with the hotel brand story and local cultural insights.
Overall, this role is integral to fostering a welcoming and efficient front of house operation in a dynamic hotel environment. The right individual will excel in customer service, team leadership, operational management, and problem-solving — all while maintaining a keen eye for detail and a commitment to enhancing both guest experience and organizational success.
The role available is that of a Front Office Manager, a pivotal position responsible for managing and coordinating the daily operations and activities of the front desk and lobby area. This position involves overseeing various staff including front desk agents, concierge, bell/valet personnel, security staff, and night audit teams. The Front Office Manager ensures compliance with established service standards and operational policies, working diligently to surpass guest expectations and optimize the profitability and efficiency of front office operations. The manager must possess profound knowledge of daily hotel metrics like house count, guest arrivals and departures, room rates, and promotional packages, and effectively communicate this information to the team to ensure smooth service delivery.
Key responsibilities include developing budgets, managing departmental expenses, and implementing programs to enhance guest satisfaction. Additionally, the manager plays an active role in frontline duties when necessary, such as handling guest check-in and check-out processes, responding promptly to guest inquiries, and resolving any complaints or issues to maintain a pleasurable guest experience. Supervisory duties are significant in this role, including hiring, training, motivating, and scheduling front office staff, while continuously monitoring performance and adherence to safety regulations and organizational policies.
An exceptional candidate will have proven leadership capabilities demonstrated through at least four years of relevant experience, exceptional communication skills, and the ability to work under shifting priorities with enthusiasm and precision. Proficiency with Microsoft Office, relevant brand internet platforms, and specialized hotel management software like Profit Sword is essential. The role also requires maintaining certifications related to site and fire safety applicable to New York City. The Front Office Manager is expected to be a brand ambassador, exhibiting a professional appearance and demeanor that aligns with the hotel brand story and local cultural insights.
Overall, this role is integral to fostering a welcoming and efficient front of house operation in a dynamic hotel environment. The right individual will excel in customer service, team leadership, operational management, and problem-solving — all while maintaining a keen eye for detail and a commitment to enhancing both guest experience and organizational success.
Job Requirements
- Bachelor’s degree or equivalent preferred
- Four years related experience or equivalent
- Proven leadership skills
- Business acumen
- Experience in supervising and motivating subordinates
- Competency in front office operations
- Good judgement and decision making
- Excellent communication skills
- Versatility and flexibility to manage changing priorities
- Attention to detail and strong organizational skills
- Ability to manage workflow and priorities
- Proficiency in Microsoft Office and hotel management software
- Customer service expertise
- Ability to follow instructions
- Professional appearance
- Effective communication across diverse audiences
- Required safety and fire certification for New York City
Job Qualifications
- Bachelor’s degree or equivalent preferred
- Four years related experience or equivalent
- Proven leadership and business acumen skills
- Demonstrated proficiency in supervising and motivating subordinates
- Basic competence in subordinates’ duties and tasks
- Good judgement with the ability to make timely and sound decisions
- Excellent written and oral communication skills
- Bilingual skills a plus
- Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm
- Acute attention to detail
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Proficient on Microsoft Office, brand internet platforms, Profit Sword
- Excellent customer service skills
- Ability to understand and follow written and verbal instructions
- Professional appearance and demeanor
- Ability to effectively communicate with people at all levels and from various backgrounds
- Acquire and maintain required certification for site safety and fire safety for city of New York
Job Duties
- Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
- Understands and promotes a culture of responsibility for those within our care
- Be a brand ambassador
- know and represent the Indigo brand story, local information and be in appropriate uniform at all times
- Directs, implements, and maintains service standards
- Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions
- communicates information to appropriate staff
- Monitors guest registration, check-out, and telephone service
- Develops, implements, and monitors department budget
- manages expenses within approved budget constraints
- Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
- Performs front desk agent responsibilities as needed to process guests expediently including checking guests in/out, responding to questions, and resolving complaints
- Ensures that guests’ needs are fulfilled and assists with dining, entertainment, or transportation reservations as needed
- Assists front office staff with resolution of guest problems/complaints as needed
- Possesses and maintains thorough knowledge of hotel services, facilities, policies, and local attractions
- Monitors social media and travel sites for response and trends
- Prepares accurate and timely reports
- Hires, trains, supervises, motivates, and develops front office staff
- Manages schedules and workflow
- Assigns duties and monitors quality of work
- assures staff conforms to policies, procedures, and safety regulations
- Provides day-to-day guidance and oversight of subordinates
- Actively works to promote and recognize performance
- Keeps up to date on team activities, identifies problem areas and takes corrective actions
- Performs other related duties as assigned by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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