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About the Role
Under the direction of the Director of Rooms, this role assumes responsibility for the overall operation and staff of the Front Desk, in collaboration with Guest Services, Concierge, Guest Relations, and CORE. Responsibilities include interviewing staff, training, maintaining brand standards, assisting with reservation needs, and guest relations. The role also acts as Manager on Duty when needed.
Responsibilities
- Directs activities of Front Office staff, conducts performance evaluations, and implements disciplinary actions.
- Reviews and manages department schedules to ensure staff support and meet business needs.
- Ensures coordination of guest arrivals, departures, and billing/credit requirements, including special attention for returning guests and groups.
- Ensures compliance with all financial and credit procedures and controls, including cash handling, disbursements, and direct billings.
- Ensures the Front Office team is trained and well-versed with all service standards, including Forbes and LQA.
- Effectively handles guest requests, concerns, and complaints, ensuring timely and appropriate resolutions.
- Provides basic troubleshooting support for in-room services such as internet, TV movies, games, and web services.
- Works with Bell staff to ensure smooth handling of guest luggage, deliveries, and special requests.
- Takes prompt action in all matters related to the safety, security, well-being, and satisfaction of hotel guests and employees.
- Responds swiftly and effectively in any emergency or safety-related situation.
- Provides coverage for Night Manager’s days off and vacation.
- Assists CORE Department with reservations when needed.
- Attends all required leadership meetings as determined by the Front Office Manager.
- Complies with all Work Rules, Safety Standards, and Standards of Conduct.
- Works harmoniously and professionally with co-workers and supervisors.
- May be assigned other duties at the discretion of management.
- Works closely with the Director of Rooms in developing Goals and developing the Assistant Front Office Managers team.
Requirements
- Three to Five years in a similar role in a luxury hotel in NYC.
- NYC union experience preferred.
- Prior guest relations training preferred.
- Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work with minimum supervision.
- Ability to think quickly and act appropriately in emergency situations.
- Ability to perform well under pressure, meet time demands, and work overtime when needed.
- Punctuality and regular and reliable attendance.
- Interpersonal skills and the ability to work well with co-workers and the public.
- Skill in the use of related tools (including hand and electric tools).
- General computer knowledge and ability to enter work orders, make notes, etc. or related system.
- Must have a flexible schedule (AM, PM, Overnight, Weekends & Holidays).
- Endure various physical movements throughout the work areas.
- Ability to push, pull, grasp, lift or carry supplies, equipment or supplies.
- Ability to work in a standing position for long periods of time (up to 5 hours).
- Ability to effectively handle multiple demands and challenging guest relations issues.
Skills
- Guest relations
- Troubleshooting
- Interpersonal skills
- Computer knowledge
Location
- NYC
Work Type
- Full-time
Experience Level
- 3-5 years
About the Company
- Equinox Hotels + Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox.
- With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.
- We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community.
- Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience.
- From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.
- Our philosophy of 'All. And Nothing.' balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.