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About the Role
Directs and controls the overall operation and staff of the Front Desk, Guest Services, Concierge, and CORE. Responsibilities include budget, staffing, hiring, training, maintaining brand standards, financial controls, and guest relations. Acts as Manager on Duty in the absence of senior management.
Responsibilities
- Directs activities of all staff, including the Manager on Duty and Overnight Manager.
- 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.
- Ensures compliance with all financial and credit procedures and controls.
- Ensures the Front Office team is trained and well-versed with all service standards.
- Establishes systems and processes to handle guest requests, concerns, and complaints.
- 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.
- Attends all required leadership meetings.
- 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.
Requirements
- Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management.
- Prior guest relations training.
- Three to Five years in a similar role in luxury NYC hotels.
- NYC Union experience required.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to think quickly and act appropriately in emergency situations.
- Perform well under pressure situations, 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.
- General computer knowledge and ability to enter work orders, make notes, etc. or related system.
- Ability to work 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 observe the physical environment and respond to emergency situations.
- Ability to effectively handle multiple demands and challenging guest relations issues.
Skills
- Guest relations
- Attention to detail
- Speed
- Accuracy
- Follow-through
- Courtesy
- Cooperativeness
- Interpersonal skills
- Computer knowledge
- Leadership
- Budget management
- Staffing
- Hiring
- Training
- Financial controls
- Guest relations
- Emergency response
Location
- NYC
Work Type
- Full-time
Experience Level
- 3-5 years
Education Level
- Bachelor's Degree or Equivalent
About the Company
- Equinox Hotels will cater to the high-performance traveler guest and those aspiring for high performance and will fuse substance and style to serve as the ultimate hotel destination with a 360-degree lifestyle experience.
- Our hotels will offer the bespoke experiences and unparalleled services consumers have come to expect from Equinox over its 25-year history.
- IT’S NOT FITNESS. IT’S LIFE. We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness.
- We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it.
- We dream big and don’t settle for the status quo.
- We sweat the details.
- We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results.
- We are obsessed with what’s new, what’s now, what’s next.
- Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior.
- We aren’t just a company; we’re a community vested in each other’s success.
- We value humility and a team approach at every level of the company.
- If you are a high performing individual who is passionate about winning and inspiring others, we are excited to discuss career opportunities with you.