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About the Role

Viceroy Hotels & Residences is returning to New York City with the opening of Viceroy Park Avenue in December 2026. This luxury hotel in Manhattan's NoMad neighborhood seeks motivated professionals passionate about delivering exceptional guest experiences. Join the pre-opening team to establish the property's culture, service standards, and operational excellence. The Front Office Manager ensures the smooth operation of Guest Services, Concierge, and Uniformed Services/Transportation, providing quality service and maximizing room revenue and occupancy.

Responsibilities

Respond to all guest requests, problems, complaints, and/or accidents in an attentive, courteous, and efficient manner, following up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Guest Services personnel according to Viceroy Hotel Group S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program as scheduled.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Viceroy Hotel Group S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Work closely with Accounting on follow-up items, such as returned checks, rejected credit cards, and employee discrepancies.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the proper operation of the P.B.X. console and ensure employees maintain Highgate Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Ensure implementation of all Highgate Hotel policies and house rules.
Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Services staff.
Assist in preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Highgate Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
Establish and maintain key control system.
Ensure participation within the department for monthly Highgate Hotel team meetings.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.I.P.'s, special guests, and requests.
Maintain required pars of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.

Requirements

At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
The ability to demonstrate exceptional Customer Service Skills.
Must be proficient in Windows and Microsoft Office.
Able to work long hours as sometimes required.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Viceroy Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Viceroy Hotel Group Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.

Skills

Customer Service Skills
Windows
Microsoft Office
Communication (Verbal and Written)
Active Listening
Multitasking
Prioritization
Problem-Solving
Data Evaluation
Confidentiality

Location

New York City

Work Type

Full-time

Experience Level

5+ years progressive experience in a hotel or related field
2-year college degree and 3+ years related experience
4-year college degree and 1+ year related experience
Supervisory experience

Education Level

2-year college degree
4-year college degree

About the Company

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection.
A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.
Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.
Viceroy Hotels & Residences is returning to New York City with the opening of Viceroy Park Avenue in December 2026!
Located in the heart of Manhattan's NoMad neighborhood, this highly anticipated luxury hotel represents an exciting new chapter for the globally recognized, design-forward hospitality brand.