Job Description
Welcome to The Grand Plaza Hotel, an iconic 5-star establishment nestled in the vibrant heart of Manhattan. We are currently seeking a dynamic and detail-oriented Front Desk Manager to lead our front-of-house operations. If you have a passion for hospitality and a proven track record in luxury service, we invite you to join our elite team.
In this pivotal role, you will serve as the face of our brand, ensuring every guest feels welcomed, valued, and attended to with the highest standard of excellence. You will oversee the daily operations of the front desk, manage a diverse team of associates, and resolve complex guest inquiries with grace and efficiency. We are looking for a leader who can inspire excellence while maintaining a warm and inviting atmosphere for our guests.
In this pivotal role, you will serve as the face of our brand, ensuring every guest feels welcomed, valued, and attended to with the highest standard of excellence. You will oversee the daily operations of the front desk, manage a diverse team of associates, and resolve complex guest inquiries with grace and efficiency. We are looking for a leader who can inspire excellence while maintaining a warm and inviting atmosphere for our guests.
Responsibilities
- Oversee and manage the daily front desk operations, ensuring seamless check-in and check-out processes.
- Mentor and coach front desk staff, conducting regular performance evaluations and training sessions.
- Handle high-level guest relations, resolving complaints and special requests to ensure 100% guest satisfaction.
- Manage room inventory and rates, collaborating with the sales and revenue management teams.
- Ensure strict adherence to hotel policies, brand standards, and safety regulations.
- Process financial transactions accurately, including cash handling and credit card verification.
- Lead daily briefings and coordinate with housekeeping, maintenance, and culinary teams.
Qualifications
- Minimum of 3-5 years of experience in front desk management within a luxury hotel or high-volume hospitality environment.
- Strong knowledge of hotel PMS systems (e.g., Opera, Micros) is required.
- Excellent verbal and written communication skills in English; fluency in a second language is a plus.
- Demonstrated leadership skills with the ability to motivate and manage a diverse team.
- High level of professionalism, integrity, and discretion when handling sensitive guest information.
- Ability to work flexible shifts, including weekends, holidays, and evenings.