Director of Front Office

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 Director of Front Office is a critical leadership role responsible for orchestrating and optimizing the day-to-day operations of the guest arrival and departure experience. Reporting to the Director of Operations, this individual oversees the Front Office Managers, Guest Service Attendants, and Front Desk Hosts to ensure the highest standards of guest satisfaction, operational efficiency, and profitability. You will lead and develop a high-performing team while fostering a culture of excellence and continuous improvement.

Key Responsibilities:

• Operational Leadership & Oversight:
  • Direct and manage all Front Office operations, including the Front Desk, Guest Services, and related guest touchpoints.
  • Develop and implement operational policies and service standards to ensure consistency and quality.
  • Monitor daily operations to ensure compliance with brand standards, safety regulations, and legal requirements.
  • Identify operational bottlenecks and develop solutions to enhance efficiency and guest experience within the rooms division.
• Guest Experience & Service Excellence:
  • Champion a guest-centric culture, empowering staff to anticipate and exceed guest expectations.
  • Monitor guest feedback (e.g., surveys, online reviews) and implement corrective actions to address service deficiencies specific to the rooms experience.
  • Handle escalated guest complaints and resolve issues effectively and courteously.
  • Regularly interact with guests to gather feedback and ensure satisfaction.
• Financial Management & Budgeting:
  • Collaborate with the Director of Operations to develop and manage departmental budgets for the rooms division, forecasting revenue and expenses.
  • Monitor financial performance, identify variances, and implement cost control measures regarding labor and supplies.
  • Analyze operational data to identify trends for revenue generation, such as upsell programs.
  • Manage personnel records and timecard accuracy within Paycom.
• Team Leadership & Development:
  • Recruit, train, and mentor a strong team of Managers, Attendants, and Hosts.
  • Conduct regular performance reviews using compassionate candor to provide constructive feedback and identify growth opportunities.
  • Foster a positive and collaborative work environment that encourages teamwork and professional growth.
  • Ensure internal communications and emails are concise, fact-driven, and actionable.
• Quality & Safety Assurance:
  • Ensure adherence to all health, safety, and sanitation standards within the Front Office areas.
  • Coordinate with Housekeeping and Engineering via HotSOS to ensure guest room functionality and public area cleanliness.
  • Partner with Security to document incidents accurately in MS-Shift.

Qualifications

Minimum of 5 years of progressive leadership experience in hotel operations, with at least 2-3 years in a management role focused on Front Office operations within a full-service or luxury environment. Proven experience in a high-volume, fast-paced urban market, preferably New York City. Exceptional coaching and team-building skills with a "lead by example" philosophy. Proficiency in hotel management software (PMS/Opera Cloud) and Microsoft Office Suite. Familiarity with Paycom, HotSOS, and MS-Shift is preferred. High degree of integrity, professionalism, and a passion for delivering exceptional guest experiences.

Skills:

• Exceptional leadership, coaching, and team-building skills.
• Strong financial acumen with proven ability to manage budgets and drive profitability.
• Excellent communication (written and verbal), interpersonal, and presentation skills.
• Superior problem-solving and decision-making abilities with a focus on results.
• Proficiency in hotel management software (PMS/Opera Cloud) and Microsoft Office Suite.
• Deep understanding of hotel rooms operations, guest service principles, and industry best practices.
• Demonstrated ability to consistently achieve and improve guest satisfaction scores (e.g., Medallia, TripAdvisor, NPS), cleanliness scores, and working order scores.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Highly organized with strong attention to detail.
• Proactive, resourceful, and able to work independently and as part of a team.
• High degree of integrity and professionalism.
• Passion for hospitality and delivering exceptional guest experiences.
• Ability to thrive under pressure in a dynamic environment.

Why Join Extell Hospitality Services?

EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high-profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.

Typical Compensation Range:

• Base Salary: $110K - $120K

Additional Considerations:

• Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.

Salary : $110,000 - $120,000