Front Office Manager

Job Description

Job Description

Our 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 Code

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.

 

Job Overview: Under the direction of the Director of Rooms: Assumes responsibility for the overall operation and staff of the Front Desk, in collaboration with Guest Services (Bell and Door/Driveway), Concierge, Guest Relations and CORE. Responsibilities include, but are not limited to, interviewing staff, training, maintaining brand standards, assisting with reservation needs and guest relations. Acts as Manager on Duty when needed.

Essential Job Functions: 

• Directs activities of Front Office staff. Conducts performance evaluations and implements disciplinary actions as required. 
• Reviews and manages department schedules to ensure staff is supported and business needs are being met. 
• Ensures coordination of guest arrivals, departures and billing/credit requirements, including those requiring special attention, 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 trouble shooting 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. 
• Take 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.
• Assist 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 as set forth in the Employee Handbook. 

• 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. 

Qualifications/Skills:  

Requirements are representative of minimum levels of knowledge, skills, and/or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation. 

  Essential: 

• 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 to their understanding. 
• 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. 
• 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. 
• 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). 

Essential Physical Abilities: 

• 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). 
• Explain: One-on-one communication with guests, managers, and fellow employees. 
• Must be able to see the physical conditions of designated areas.  
• Must be able to observe the physical environment and respond to emergency situations. 
• Ability to effectively handle multiple demands and challenging guest relations issues.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.