Job description
Join Aurora Luxe Hospitality Group, a premier operator of luxury hotels, where service excellence meets modern luxury. We are seeking a results-driven Hotel Front Office Manager to lead our Front Desk team at our flagship New York property. You will champion guest-centric operations, mentor a talented team, and drive guest satisfaction to new heights.
In this role you will partner with Revenue, Housekeeping, and F&B to ensure seamless guest experiences, execute brand standards, and optimize daily operations. If you are a strategic leader who thrives in a fast-paced environment and remains calm under pressure, we’d love to hear from you.
Responsibility
- Lead and oversee all Front Desk operations to ensure efficient check-in/check-out and guest arrivals.
- Recruit, train, coach, and performance-manage Front Desk agents to deliver consistent service excellence.
- Monitor guest satisfaction metrics, handle escalations, and implement service recovery initiatives.
- Collaborate with Revenue and Operations teams to optimize room inventory, pricing, and occupancy.
- Maintain accurate PMS data, report on daily statistics, and ensure data integrity for all guest records.
- Uphold brand standards, privacy policies, and safety procedures across the front desk and lobby area.
- Coordinate with F&B and Housekeeping to ensure seamless guest experiences and timely service delivery.
- Prepare and present regular reports to hotel leadership on performance, trends, and opportunities.
Qualification
- Bachelor's degree in Hospitality Management or equivalent professional experience.
- Minimum 3-5 years of front office leadership in a luxury hotel environment.
- Outstanding guest service, communication, and problem-solving skills.
- Proficiency with property management systems (e.g., Opera, Oracle) and Microsoft Office.
- Strong leadership, coaching, and team-development capabilities; ability to inspire high performance.
- Fluent in English; additional language skills are a plus.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
- Demonstrated ability to manage budgets, forecasts, and daily revenue targets.