Front Office Supervisor at the Crosby Street Hotel

Job Description

Job Description

Are you passionate about providing exceptional customer experiences in a luxury setting? Firmdale Hotels invites you to become a key player in our highly successful team at Crosby Street Hotel, where elegance meets outstanding service.

Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.

Title: Front Office Supervisor

Location: Crosby Street Hotel

Position Type: Full Time/Exempt, Permanent, Onsite

Reports to: Assistant Front Office Manager

ABOUT THE ROLE

An invitation to mentor, lead, and serve with pride. At Crosby Street Hotel, every guest encounter is a story—and you will help write it.

We are seeking a warm, detail-driven, and poised Front Desk Supervisor to join our celebrated team. Positioned directly between our Front Desk Agents and the Assistant Front Office Manager, this role is a key operational link. You will champion the daily front desk flow, execute flawless guest arrivals and departures, and step up to support foundational supervisory responsibilities like scheduling, basic billing oversight, and team mentorship.

This is an ideal role for an experienced agent or coordinator who leads by example, thrives in a fast-paced luxury environment, and is ready to take their first step into hospitality leadership.

KEY RESPONSIBILITIES

• Leadership and Team Support
  • Operations Oversight: Oversee daily front desk operations including shift handovers and guest arrivals/departures.

• Team Mentorship: Support the AFOM in mentoring, training, and guiding Front Desk Agents, ensuring the team consistently demonstrates Firmdale Core Values.
• Shift Scheduling: Assist the front office leadership team with maintaining accurate shift schedules.
• Inter-Departmental Liaison: Partner closely with housekeeping, concierge, and F&B to ensure cohesive, five-star service delivery.
• Guest Experience and Recovery
  • VIP & Guest Relations: Warmly greet and check in guests, extending the highest level of hospitality with special attention to VIP clients and individual preferences.
  • Service Recovery: Handle guest inquiries, special requests, and low-stakes service recovery with discretion, escalating complex issues to the AFOM or FOM when necessary.
  • Confidentiality: Maintain strict confidentiality of all hotel guest records and information.
• Front Desk Execution and Financial Accuracy
  • Audit & Accuracy: Conduct daily in-house guest reservation and correspondence audits.
  • Folio & Billing Management: Resolve minor billing discrepancies, apply hotel credit procedures discreetly, and ensure all charges are posted correctly to guest accounts.
  • Cash Handling: Count assigned banks at the start and end of shifts, rectify discrepancies, and adhere to reception security policies.
  • Smooth Operations: Complete shift filing, accurately record desk reservations, and maintain a clean, organized workspace.

PHYSICAL REQUIREMENTS

• Ability to stand for a complete 8-hour shift, 5 days a week.
• Ability to read, review, enter, and retrieve information from computer systems and hard copies.
• Ability to use a computer keyboard, mouse, and telephone system.
• Ability to communicate effectively both verbally and in writing using hotel systems.
• Availability to work a flexible schedule including days, evenings, weekends, and holidays.

WHAT YOU BRING

• Experience: 1–2+ years of front desk experience, preferably within a 4- or 5-star luxury or boutique hotel environment. (Previous step-up or captain experience is a plus).
• Systems Fluency: Proficiency in property management systems, specifically Opera or an equivalent luxury PMS.
• Presence: A warm, professional presence with exceptional spoken and written English and a stellar telephone etiquette.
• Soft Skills: Composure and decisive problem-solving skills under pressure, paired with a high level of attention to detail.
• Education: A high school diploma is required; a hospitality training certification or a college degree in Hospitality Management is a plus.

• Social events throughout the year, including holiday parties and team member appreciation events.
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks.
• Departmental and company-wide incentive programs.

What We Offer:

• Competitive salary
• Generous paid time off for full and part time team members, including NY sick and safe leave, paid vacation days, and personal days
• Comprehensive medical, dental, and vision benefits, life insurance, and New York Secure Choice support for most team members
• Complimentary meals on shift
• Free uniform dry cleaning service
• Commuter transit benefits available Day 1
• Ongoing training and professional development, including annual education reimbursement program up to $3,000
• Social events throughout the year, including holiday parties, team member appreciation events, and more
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• Departmental and company-wide incentive programs
• And much more!!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognized by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

Crosby Street Hotel

• Three Michelin Keys, 2024, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Certified LEED® GOLD by the U.S. Green Building Council and verified by the Green Building Certification Institute (GBCI)

Warren Street Hotel

• Two Michelin Keys, 2025
• The Hot List, Conde Nast Traveller, 2024
• The IT List, Travel + Leisure, 2024
• World's Greatest Places, TIME Magazine 2024
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Readers' Choice Awards, Condé Nast Traveller, 2025

The Whitby Hotel

• Three Michelin Keys, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Best Spots for Afternoon Tea in the US, Tasting Table, 2024, 2025
• Best Afternoon Teas in New York City, Vogue, 2024, 2025
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025

You can see a full list of our awards and accolades here: -accolades/

Join us at Crosby Street Hotel and be part of a team that values excellence, creativity, and a genuine passion for hospitality. Apply now to start your journey with Firmdale Hotels!

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.