Hotel Front Office Manager - Elysee New York

Job Description

Job Description

ABOUT ELYSÉE NEW YORK  

Elysée New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies. 

POSITION OVERVIEW  

Elysée New York is seeking an experienced, highly visible Front Office Manager to shape and lead the guest journey from arrival through departure across Front Desk, Bell Services, PBX, and overnight operations, partnering closely with Guest Services to ensure a seamless experience. Reporting to the Director of Operations, this individual will serve as a cultural leader, gracious host, and ambassador of the Elysée New York experience, providing oversight and direction to other Front Office leaders, including Assistant Front Office Managers, and building a team and a service culture where every interaction is considered, personalized, and five-star. The Front Office operates to Leading Quality Assurance and Forbes Five-Star standards, and the Front Office Manager is responsible for translating those standards into daily service behavior, team training, and measurable performance. This position serves as the primary operational leader for the Front Office team and requires a flexible schedule. 

ESSENTIAL JOB FUNCTIONS  

GUEST EXPERIENCE AND FRONT OFFICE LEADERSHIP  

• Serve as a visible leader and gracious host across Front Desk, Bell Services, and PBX, with a strong presence in the lobby and guest-facing areas during peak arrival and/or departure periods. 

• Play a key role in guest arrival and departure as main host and Front Office Contact 

• Serves as the example of a hospitable host for Front Office teams, and ensure they are the first to engage with guests 

• Ensure every guest interaction reflects Elysée New York's luxury standards and Leading Quality Assurance expectations, championing recognition, personalization, and anticipatory hospitality throughout the guest journey. 

• Review arrivals, departures, VIP activity, and guest preferences daily to ensure seamless service execution. 

• Anticipate guest needs, recognize returning guests, and take ownership of service recovery, resolving concerns with discretion, sound judgment, and genuine care. 

• Maintain standards of cleanliness and ambiance with lighting, atmosphere, music, and temperature throughout the lobby. 

• Develop a team of Front Desk Agents and Bell Attendants who introduce guests to the house through genuine hospitality and story, and collaborate across Guest Services, Housekeeping, Engineering, Food & Beverage, Reservations, Sales, and Security for a cohesive guest journey.

LEADERSHIP AND TEAM DEVELOPMENT  

• Provide oversight and direction to other Front Office leaders, including Assistant Front Office Managers, ensuring consistent standards, accountability, and coverage across all shifts. 

• Recruit, hire, train, coach, and develop a highly engaged Front Office team, and lead regular briefings on occupancy, VIP and returning guests, preferences, and service priorities. 

• Set clear expectations for service standards, operating procedures, and Leading Quality Assurance criteria, translating them into observable, coachable behaviors, with ongoing feedback and professional development. 

• Foster a culture of accountability, collaboration, professionalism, and genuine hospitality. 

• Be the Champion for Elysée New York history, character, and house vocabulary, and audit the team daily regarding these story elements. 

OPERATIONAL AND BUSINESS MANAGEMENT  

• Assist the Director of Operations with budgeting, forecasting, scheduling, labor management, and departmental expense controls. 

• Review daily arrivals, departures, occupancy, and guest satisfaction metrics, and identify responsible opportunities to elevate service without compromising the guest experience. 

• Act as main contact when on schedule and act as main manager to handle supporting hotel operations during high-demand periods. 

• Support pre-opening, reopening, and repositioning initiatives as required, contributing to the successful repositioning and long-term growth of Elysée New York as a premier luxury boutique hotel. 

• Maintain flexibility to support the hotel's needs, including a primarily afternoon and evening schedule, weekends, and holidays.

QUALITY ASSURANCE AND BRAND STEWARDSHIP  

• Serve as Training Champion for Leading Quality Assurance assessments, audits, and quality reviews, translating Leading Quality Assurance and Forbes criteria into practical service behaviors, training materials, and daily briefings. 

• Conduct daily service audits, departmental inspections, and daily operational audits, and lead corrective action when standards are not met, building a level of consistency guests can trust. 

• Maintain accurate training and quality-assurance documentation with daily service audits.

REQUIRED QUALIFICATIONS AND SKILLS  

• Strong leadership presence and a genuine passion for luxury hospitality, with the ability to lead confidently from the lobby with strong emotional intelligence, discretion, and judgment. 

• Thorough knowledge of front office operations, including reservations, guest services, and overnight procedures, with a strong understanding of luxury arrival and departure experiences as well as Opera Cloud 

• Demonstrated experience operating within a Leading Quality Assurance, Forbes Travel Guide, or comparable luxury hospitality environment. 

• Financial acumen, including budgeting, forecasting, labor management, and cost control, paired with strong problem-solving and service-recovery abilities. 

• Bachelor's degree in hospitality management, Business Administration, or a related field, or an equivalent combination of education and professional experience. 

• Minimum five years of progressive Front Office experience within an ultra-luxury hotel environment. 

• Minimum three years of management experience leading Front Office operations. 

• Demonstrated success in developing high-performing teams and improving guest satisfaction results. 

• Experience managing VIP, celebrity, high-net-worth, and international traveler experiences with discretion. 

• Ability and willingness to work flexible schedules, including days, nights, weekends and holidays. 

• Experience within the New York City luxury hospitality market. 

• Previous experience in a luxury boutique or independent luxury property. 

• Experience in opening, reopening, or repositioning a luxury hotel. 

• Experience training teams for Leading Quality Assurance or Forbes Travel Guide evaluations. 

• Previous experience with a Leading Hotels of the World member property is a plus