Director of Front Office

Hotel Hayden-New York. Managed by Stepstone Hospitality

Chelsea-New York 10001

Hotel Hayden is seeking an experienced energetic and service-driven Director of Front Office to lead our Front Office team. The ideal candidate is a hands-on leader who thrives in a fast-paced hotel environment is passionate about delivering exceptional guest experiences and is committed to developing a high-performing team.

As Director of Front Office you will oversee the daily operation of the Front Desk Guest Services and Night Audit while ensuring operational excellence guest satisfaction and compliance with Marriott brand standards and hotel policies.

Responsibilities

Lead coach and motivate the Front Office team to provide exceptional guest service.

Oversee all front desk operations including check-in check-out room assignments and guest requests.

Ensure guest issues and service recovery opportunities are handled promptly and professionally.

Monitor daily arrivals departures room inventory and VIP reservations.

Work closely with Housekeeping Engineering Revenue Management and Sales to maximize operational efficiency and guest satisfaction.

Supervise Front Desk Agents Night Auditors and Guest Service Associates.

Assist with scheduling payroll hiring onboarding training coaching and performance evaluations.

Monitor cash handling procedures billing accuracy and daily front office reports.

Ensure proper use of OPERA Cloud PMS and assist with troubleshooting front office system issues.

Maintain a safe secure and welcoming environment for guests and associates.

Act as Manager on Duty when required.

What Were Looking For

We are looking for a leader who leads by example enjoys interacting with guests supports their team and takes pride in creating memorable guest experiences. The successful candidate is organized dependable proactive and committed to operational excellence.

If youre ready to grow your hospitality career and lead a talented team in the heart of New York City wed love to hear from you.

Qualifications

Minimum 2 years of Front Office management or supervisory experience in a full-service hotel.

Strong knowledge of OPERA Cloud is required.

Excellent leadership communication and problem-solving skills.

Strong guest recovery and conflict resolution abilities.

Ability to multitask in a fast-paced environment while maintaining exceptional attention to detail.

Flexible schedule including evenings weekends and holidays.

Bilingual candidates are encouraged to apply.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Equal Opportunity Employer

StepStone Hospitality is an equal opportunity employer and values diversity. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.