What are the responsibilities and job description for the Operations Duty Manager at the Crosby Street Hotel position at Crosby Hotel LLC?
Operations Duty Manager
Crosby Street Hotel – New York, NY
About Crosby Street Hotel
Located in the heart of SoHo, Crosby Street Hotel is an award-winning luxury property known for its bold design, vibrant interiors, and highly personalized service. As part of Firmdale Hotels, Crosby Street blends creativity, individuality, and exceptional hospitality to create a truly distinctive guest experience. With a strong focus on people, culture, and attention to detail, Firmdale is recognized as one of the most inspiring and unique hospitality groups, with properties in both New York City and London.
Position Overview
The Operations Duty Manager is a key rooms-focused leadership role, reporting directly to the General Manager and Assistant General Manager. Acting as the most senior manager on duty during assigned shifts, this individual serves as the face of hotel leadership—ensuring seamless daily operations while delivering exceptional guest experiences.
This highly visible, hands-on role requires strong leadership, sound judgment, and the ability to respond quickly and effectively to guest and operational needs across all departments.
Key Responsibilities
Guest Experience & VIP Relations
- Serve as the primary point of contact for guest concerns, special requests, and service recovery during shifts
- Personally welcome and manage VIP guests, ensuring a bespoke and memorable stay
- Deliver warm, personalized service in line with Firmdale Hotels’ standards
- Build meaningful guest relationships and anticipate needs to exceed expectations
Operations Management
- Act as the most responsive manager on duty, supporting all departments as needed
- Oversee daily hotel operations to ensure service excellence and brand consistency
- Conduct regular floor presence, walkthroughs, and service quality checks
- Collaborate closely with Front Office, Housekeeping, and other departments to maintain seamless operations
- Serve as a liaison between senior leadership, guests, and operational teams
Safety, Security & Compliance
- Ensure the safety and security of guests, employees, and the property at all times
- Conduct routine health and safety inspections and ensure compliance with all standards
- Manage incidents and emergencies with professionalism and clear documentation
- Support adherence to risk assessments, training protocols, and safety procedures
Team Leadership
- Lead by example, fostering a positive, collaborative, and service-driven culture
- Support and coach team members and department leaders in real time
- Reinforce service standards and drive accountability across all departments
Qualifications & Experience
Required:
- Previous experience as a Duty Manager or Department Head in a luxury or 5-star hotel
- Strong leadership and interpersonal skills with a guest-centric approach
- Excellent communication and problem-solving abilities
- High attention to detail and commitment to service excellence
- Ability to remain calm, flexible, and solutions-driven in a fast-paced environment
Preferred:
- Experience with Opera PMS and Micros POS
- Food Safety Certification and/or CPR/AED certification
Schedule & Compensation
- Full-time position with a flexible schedule based on operational needs
- Includes evenings, weekends, and overnight shifts on a rotating basis
- Salary: $90,000 – $95,000 annually
Benefits
- Medical, dental, vision, and life insurance
- Paid time off (vacation, sick, and personal days)
- Transit benefits and NY Secure Choice enrollment from Day One
- Complimentary uniform dry cleaning
- Staff meals during shifts
- Career growth and development opportunities, including annual education reimbursement
- Employee events and recognition programs
Why Join Firmdale Hotels?
With three hotels in New York City and eight in London, Firmdale Hotels offers a dynamic and inspiring workplace where individuality is celebrated. Founded by Tim and Kit Kemp, the philosophy is simple: “Hotels should be living things, not stuffy institutions.”
If you are passionate about hospitality, thrive in a hands-on leadership role, and are driven to create exceptional guest experiences, we invite you to apply and Love What You Do.
Salary : $90,000 - $95,000