Job Description
Join our prestigious luxury hotel in the heart of Manhattan as we seek an exceptional Senior Front Desk Manager to lead our guest experience team. This pivotal role combines operational excellence with unparalleled customer service in one of New York's most iconic locations. You'll oversee daily front desk operations, mentor staff, and implement strategies that elevate our service standards while driving guest satisfaction and loyalty.
Responsibilities
- Lead, train, and supervise a team of 8-10 front desk agents and concierge staff
- Manage check-in/check-out processes and resolve complex guest issues with professionalism
- Oversee room inventory management and coordinate with housekeeping and maintenance teams
- Implement upselling strategies for premium rooms and hotel services
- Develop and maintain strong relationships with VIP guests and corporate clients
- Analyze guest feedback and operational metrics to identify improvement opportunities
- Ensure compliance with brand standards and safety protocols
Qualifications
- 5+ years of hotel front desk experience with 2+ years in a supervisory role
- Proven track record of delivering exceptional guest service in luxury properties
- Advanced proficiency in Opera PMS and hotel management software
- Strong leadership skills with experience training and developing staff
- Excellent problem-solving abilities and conflict resolution skills
- Valid New York State Food Handler's Certificate preferred
- Fluency in English; Spanish or Mandarin proficiency highly valued
- Flexibility to work evenings, weekends, and holidays