Job description
Join LuxeStay Hospitality Group, a premium brand delivering world class guest experiences across boutique hotels in New York City. We are seeking a dynamic Hotel Front Office Manager to lead our guest services team, optimize daily operations, and elevate guest satisfaction.
As a key member of the leadership team, you will oversee front desk operations, reservations, concierge, and night audit coordination while ensuring compliance with brand standards and safety policies. You will partner with housekeeping, revenue management, and sales to drive efficiency and loyalty.
We offer a competitive compensation package, comprehensive benefits, and a vibrant culture that values innovation, collaboration, and excellence.
Responsibility
- Oversee front desk operations including check in, check out, reservations, and guest services to ensure a seamless experience.
- Lead and develop front office team, schedule shifts, and provide performance coaching to drive engagement and service quality.
- Monitor daily revenue actions, upsell opportunities, and guest satisfaction metrics to optimize performance.
- Ensure adherence to brand standards, security procedures, and safety policies across the front desk and lobby areas.
- Manage guest relations and resolve escalated issues with empathy, timeliness, and professionalism.
- Collaborate with housekeeping, sales, and revenue management to optimize occupancy, average daily rate, and guest loyalty.
- Prepare and present daily and weekly reports to hotel leadership with clear recommendations for improvement.
Qualification
- Bachelor's degree in hospitality, business, or related field or equivalent professional experience.
- Minimum of 5 years in hospitality with leadership experience in front office operations.
- Proven track record of delivering outstanding guest service and conflict resolution.
- Strong leadership, coaching, and team management skills with the ability to motivate diverse teams.
- Excellent communication and interpersonal skills; fluent in English; additional languages a plus.
- Proficiency with property management systems (PMS) and point of sale systems; familiarity with OTAs and reservations platforms.
- Analytical mindset with ability to review performance data, identify trends, and implement action plans.
- Flexible schedule including evenings, weekends, and holidays as required.