Director of Front Office

About the Role

Equinox Hotels is seeking a high-performing individual to direct and control the overall operation and staff of the Front Desk, Guest Services (Bell and Door/Driveway), Concierge, and CORE. This role ensures the delivery of bespoke experiences and unparalleled services, maintaining brand standards, financial controls, and guest relations. The position acts as Manager on Duty in the absence of senior management and reports to the Director of Rooms.

Responsibilities

• Directs activities of all staff, including the Manager on Duty and Overnight Manager.
• Conducts performance evaluations and implements disciplinary actions as required.
• Reviews and manages department schedules to ensure staff support and business needs are met.
• Ensures coordination of guest arrivals, departures, and billing/credit requirements, including special attention for returning guests and groups.
• Ensures compliance with financial and credit procedures, including cash handling, disbursements, and direct billings.
• Trains the Front Office team on all service standards, including Forbes.
• Establishes systems to handle guest requests, concerns, and complaints, ensuring timely resolutions.
• Takes prompt action in matters related to guest and employee safety, security, and satisfaction.
• Responds effectively in emergency or safety-related situations.
• Attends required leadership meetings as determined by the General Manager.
• Complies with Work Rules, Safety Standards, and Standards of Conduct as outlined in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.

Qualifications

• Prior guest relations training.
• Bachelor’s Degree or equivalent.
• Three to five years in a similar role in luxury NYC hotels.
• NYC Union experience required.

Skills

• Excellent communication skills in English (speak, read, write).
• Attention to detail, speed, accuracy, and follow-through.
• Ability to think quickly and act appropriately in emergency situations.
• Perform well under pressure and work overtime when needed.
• Punctuality and reliable attendance.
• Strong interpersonal skills and ability to work well with co-workers and the public.
• General computer knowledge for work orders, notes, etc.
• Flexibility to work AM, PM, Overnight, Weekends, and Holidays.

Physical Abilities

• Ability to push, pull, grasp, lift, or carry supplies and equipment.
• Ability to work in a standing position for long periods (up to 5 hours).
• Must be able to observe physical conditions and respond to emergency situations.
• Ability to handle multiple demands and challenging guest relations issues.