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About the Role

The Front Office Manager is responsible for all duties of the front desk operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.

Responsibilities

• Lead the execution of Front Office Operations with a focus on excellence, consistency, and guest satisfaction.
• Monitor operations to ensure consistent sequence of service and proper execution of FORBES and brand standards.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services, hours of operation, restaurant and nightlife concepts, guest room types, and room rates/packages/promotions.
• Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status.
• Prepare and execute business plans to ensure the maximization of department performance.
• Manage, train, and coach the Front Office employees to achieve their career goals and maximize their potential.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance.
• Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Execute all responsibilities with a focus on consistency, attention to detail, and elevated service standards.

Requirements

• Previous experience of a minimum of 3 years in a similar role.
• Detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment.
• Natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.
• Ability to anticipate needs, solve problems, and maintain high standards.
• Applicants must be authorized to work in the United States.

Skills

• Guest service
• Leadership
• Problem-solving
• Communication
• Attention to detail
• Organization

Location

• Midtown Manhattan

Work Type

• Full-time

Experience Level

• 3+ years

Salary/Compensations

• $76,000 - $111,200

Benefits

• Comprehensive benefits package
• Medical
• Dental
• Vision
• Paid time off
• Retirement savings
• Employee perks

About the Company

• Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy.
• At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience.
• We create an environment that is vibrant, refined, and authentically Hard Rock.
• Be Iconic represents the roots of our culture.
• The Seminole Tribe of Florida established Seminole Gaming in 1979.
• The Seminole Tribe of Florida acquired Hard Rock International in March 2007.
• Hard Rock International is one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries.
• Seminole Hard Rock Support Services was created to support all of our brands and lines of business.
• Our number-one job is to bring fun and excitement to our team members and our guests!

Equal Opportunity

• Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.