What are the responsibilities and job description for the Front Office Manager position at Warwick Hotels and Resorts - New York?
The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, efficient check-in/check-out processes, and seamless coordination with other hotel departments.
ESSENTIAL FUNCTIONS
Oversee daily front office operations, including check-in, check-out, and guest services.
Ensure guest satisfaction through prompt service, issue resolution and service recovery.
Ensure all guests receive warm, professional, and efficient arrival and departure experience.
Ensure accuracy of guest accounts, billing, and cash handling procedures.
Anticipate guest needs and create personalized service experiences.
Monitor daily arrivals, departures, and VIP guests to ensure seamless operations.
Maintain a polished, professional demeanor aligned with the property’s service standards.
PREFERRED QUALIFICATIONS
High School diploma required. Bachelor's degree preferred.
Ability to handle guest concerns gracefully and professionally.
Ability to manage reservations, seating charts, and guest flow efficiently.
Able to manage time effectively and work independently.
Minimum 3 - 5 years experience in hotel front office.
NYC HTC Union experience is a plus.
JOB KNOWLEDGE, SKILLS AND ABILITIES
The ideal candidate must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Strong interpersonal skills with a friendly, positive attitude.
Clear and confident verbal communication with guests and staff.
Neat, polished appearance and adherence to grooming standards.
Exceptional guest service and problem-solving abilities.
Manage room inventory, assignments and coordinate with housekeeping to ensure room readiness.
Familiarity with PMS hotel system Opera.
Ensure proper cash handling, credit card procedures, and audit compliance.
Supervise, coach, and develop front desk agents, supervisors, and night audit team.
Support upselling initiatives and front desk revenue opportunities.
Review daily reports, occupancy forecasts, and performance metrics.
Ensure accurate reporting and communication with leadership.
Coordinate group arrivals, VIP amenities, and special requests.
Strong leadership and team development skills.
Ability to multitask and perform in a fast-paced, high-pressure environment.
Must be able to work flexible schedules, including evenings, weekends, and holidays.
Handle guest complaints and escalations, making independent decisions to resolve issues.
Monitor and maintain front office supplies, equipment, and overall lobby presentation.
Assist with group arrivals, special requests, and coordination with Sales and Events teams.
Ensure proper documentation and recordkeeping for operational and compliance purposes.
Support emergency procedures and act as Manager on Duty when required.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must be eligible to work in the U.S.
Maintain confidentiality of guest information.
Perform other duties as assigned by the Director of Front Office.
Join us as a Front Office Manager to lead with enthusiasm, deliver top-tier guest services, and create memorable stays that keep our guests coming back!
Pay: $66,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Food provided
- Health insurance
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $66,000 - $70,000