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About the Role

Hotel Hayden is seeking an experienced, energetic, and service-driven Director of Front Office to lead our Front Office team. The ideal candidate is a hands-on leader who thrives in a fast-paced hotel environment, is passionate about delivering exceptional guest experiences, and is committed to developing a high-performing team. As Director of Front Office, you will oversee the daily operation of the Front Desk, Guest Services, and Night Audit while ensuring operational excellence, guest satisfaction, and compliance with Marriott brand standards and hotel policies.

Responsibilities

Lead, coach, and motivate the Front Office team to provide exceptional guest service.
Oversee all front desk operations, including check-in, check-out, room assignments, and guest requests.
Ensure guest issues and service recovery opportunities are handled promptly and professionally.
Monitor daily arrivals, departures, room inventory, and VIP reservations.
Work closely with Housekeeping, Engineering, Revenue Management, and Sales to maximize operational efficiency and guest satisfaction.
Supervise Front Desk Agents, Night Auditors, and Guest Service Associates.
Assist with scheduling, payroll, hiring, onboarding, training, coaching, and performance evaluations.
Monitor cash handling procedures, billing accuracy, and daily front office reports.
Ensure proper use of OPERA Cloud PMS and assist with troubleshooting front office system issues.
Maintain a safe, secure, and welcoming environment for guests and associates.
Act as Manager on Duty when required.

Requirements

Minimum 2 years of Front Office management or supervisory experience in a full-service hotel.
Strong knowledge of OPERA Cloud is required.
Excellent leadership, communication, and problem-solving skills.
Strong guest recovery and conflict resolution abilities.
Ability to multitask in a fast-paced environment while maintaining exceptional attention to detail.
Flexible schedule, including evenings, weekends, and holidays.
Bilingual candidates are encouraged to apply.

Skills

OPERA Cloud PMS
Leadership
Communication
Problem-solving
Guest recovery
Conflict resolution
Multitasking
Attention to detail

Location

New York

Work Type

In person

Experience Level

Management
Supervisory

Benefits

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Vision insurance

About the Company

Hotel Hayden-New York. Managed by Stepstone Hospitality
StepStone Hospitality is an equal opportunity employer and values diversity.

Equal Opportunity

StepStone Hospitality is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.