Front Office Manager

Extell Hospitality Services

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

Location

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.

Overview:

The Front Office Manager is a pivotal leadership role responsible for overseeing the daily operations of the hotel's front desk and guest services departments. This position is critical in ensuring an exceptional guest experience from arrival to departure. Working closely with the Director of Operations and Guest Experience Manager the Front Office Manager will play a significant role in strategic planning, team growth and empowerment, and maintaining high brand and service standards, effectively sharing responsibilities that might typically fall under a Director of Front Office. The successful candidate will be a highly organized, detail-oriented, and customer-focused individual with strong leadership and communication skills.

Key Responsibilities:

• Operational Oversight:
  • Direct and supervise all front office operations, including check-in/check-out, and guest services.
  • Actively assist Front Desk Hosts and Guest Services teams as needed with daily tasks such as guest check-ins, check-outs, handling luggage and packages, and managing incoming calls, ensuring seamless service delivery.
  • Ensure efficient and smooth workflow, adherence to policies and procedures, and optimal guest service delivery.
  • Monitor and manage room inventory, rates, and availability to maximize occupancy and revenue in collaboration with the Director of Operations.
  • Oversee cash handling procedures, bank deposits, and accurate reconciliation of daily transactions.
  • Address and resolve guest complaints and issues promptly and professionally, escalating to the Director of Operations when necessary.
  • Conduct regular inspections of the front office area to ensure cleanliness, organization, and adherence to brand standards.
  • Implement and enforce security and safety procedures for guests and staff.
  • Manage and allocate resources effectively, including supplies and equipment.
• Team Leadership & Growth:
  • Recruit, onboard, train, and nurture a high-performing front office team.
  • Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional growth.
  • Schedule and manage schedules to ensure adequate coverage and adherence to forecast and labor budgets.
  • Foster a positive and collaborative work environment, promoting teamwork and high morale.
  • Lead daily briefings and regular departmental meetings to communicate important information, set goals, and address concerns.
• Guest Experience & Satisfaction:
  • Champion a guest-centric culture, ensuring all team members are empowered to deliver personalized and memorable experiences.
  • Monitor guest feedback (e.g., online reviews, comment cards) and work with the team to continuously improve service quality.
  • Develop and implement strategies to enhance guest satisfaction and loyalty.
  • Act as a visible and accessible point of contact for guests, proactively engaging with them to ensure their needs are met.
  • Assist the Front Desk Hosts and Guest Service teams as needed.
• Financial Management (in collaboration with Director of Operations)
  • Contribute to the development and management of the front office budget.
  • Monitor departmental expenses and identify cost-saving opportunities.
  • Assist in forecasting revenue and occupancy trends.
• Collaboration & Communication:
  • Work closely with the Director of Operations on strategic initiatives, operational improvements, and problem-solving.
  • Maintain strong communication channels with other hotel departments (Housekeeping, F&B, Sales, Engineering, and Night Operations Manager) to ensure seamless operations and guest satisfaction.
  • Prepare and present regular reports on front office performance, key metrics, and guest feedback to the Director of Operations.