Manager, Front Office

About the role

The Overnight Front Office Manager oversees all front desk operations during the overnight shift, ensuring exceptional guest service, safety, financial accuracy, and adherence to brand standards. This role leads the overnight team, manages night audit processes, resolves guest concerns, and ensures a smooth transition to the morning operations team.

Responsibilities

• Lead and supervise all overnight front desk operations, maintaining a visible presence in the lobby and front desk areas.
• Ensure consistent execution of service standards and brand guidelines.
• Support and coach overnight team members to deliver luxury-level guest experiences.
• Handle escalated guest concerns and service recovery professionally and efficiently.
• Monitor operations to ensure the sequence of service and brand standards are properly executed.
• Work with the Director of Front Office to review and develop guest history records for personalized service.
• Communicate guest arrivals, departures, and relevant information with other departments.
• Ensure VIP arrivals and special requests are prepared and executed flawlessly.
• Review guest profiles and history to personalize service.
• Conduct lobby walkthroughs to maintain presentation and security standards.
• Ensure guest room standards are effectively maintained.
• Respond to guests’ needs and concerns in a timely, professional, and friendly manner.
• Maintain knowledge of property services, hours of operation, restaurant concepts, guest room details, and promotions.
• Oversee the nightly audit process to ensure accuracy of room revenue, folios, and daily reporting.
• Verify all transactions are balanced and posted correctly.
• Review daily revenue reports and prepare summaries for senior leadership.
• Ensure proper handling and security of cash, credit card transactions, and confidential guest information.
• Serve as the Manager on Duty during overnight hours, ensuring safety protocols and emergency procedures are followed.
• Coordinate with Security regarding incidents, reports, and safety concerns.
• Complete incident reports as required.
• Prepare daily handover reports for morning leadership.
• Monitor staffing levels and productivity overnight.
• Evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment and ensure compliance with employment-related processes.
• Conduct regular meetings with staff to communicate programs, new procedures, and special events.
• Participate in and ensure Sound Checks are conducted in the department.
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback, taking corrective action when necessary.
• Ensure all property policies and procedures, including health and safety guidelines, are fully implemented.
• Maintain effective relationships with guests and present a professional image.
• Support incremental revenue and brand awareness through local events and promotions.
• Operate ethically to protect the Hard Rock brand and maintain confidentiality of guest, employee, and company information.

Requirements

• 4+ years’ experience in hospitality Room Division management.
• Luxury hotel experience preferred.
• Degree/diploma in Hospitality Management or equivalent combination of education and experience.
• Experience working in a NYC Union environment or similar setting, proficient with the current edition of NYC CBA/IWA.

Skills

• High energy with effective and influential people skills.
• Positive attitude and ability to motivate others.
• Ability to prioritize and manage multiple projects simultaneously.
• Strong communication, listening, and presentation skills.
• Proficiency in complex quantitative calculations and numerical operations.
• Strong command of software applications, especially Microsoft Office and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN).
• Ability to handle internal and external customers with patience, tact, and diplomacy.
• Fluency in English; additional languages preferred.

Physical Demands

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hands above shoulders.
• Ability to occasionally move objects up to 10 pounds/5 kilograms.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environments.

Additional Requirements

• Deep understanding of lifestyle hotels.
• Passion for music and knowledge of music trends preferred.
• Self-starter with an entrepreneurial spirit and strong organizational skills.
• Must meet legal requirements for any required licensing.
• Ability to work evenings, weekends, and holidays as needed.

Pay

$100,000 - $146,300 per year.

Benefits

We offer a comprehensive benefits package that supports team members' health, well-being, and work-life balance. Benefits may vary with employment status. For a full list of benefits, visit www.gotoworkhappy.com/benefits.