Manager, Front Office

Located in the heart of Midtown Manhattan, Hard Rock Hotel New York delivers a dynamic blend of elevated hospitality and cultural energy. Our hotel is more than a destination; it is a stage where music, design, and service come together to create unforgettable moments. 

At Hard Rock, our employees are Band Members, each bringing their individuality, passion, and expertise to the guest experience. Together, we create an environment that is vibrant, refined, and authentically Hard Rock. 

THE ROLE 

We are seeking a Front Office Manager to join our team.  

This role is an integral part of delivering a high-touch, luxury guest experience, ensuring that every interaction reflects our commitment to excellence, precision, and personality. 

The Front Office Manager is responsible for all duties of the front desk operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.  

WHAT YOU WILL ROCK 

In this role, you will lead the execution of Front Office Operations with a focus on excellence, consistency, and guest satisfaction. You will monitor operations to ensure consistent sequence of service is followed in addition to all FORBES and brand standards are properly executed. Review and develop guest history records to enhance personalized service for repeat guests as well as ensuring guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.  

You will maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.  

With a strong attention to detail, you will work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status as well as prepare and execute business plans to ensure the maximization of department performance.  

You will also manage, train, and coach the Front Office employees to achieve their career goals and maximize their potential. Monitor and evaluate staff performance and deliver recognition and rewards as well as promoting a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance. Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.  

Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality. 

All responsibilities are executed with a focus on consistency, attention to detail, and elevated service standards.  

WHAT YOU BRING, THE HARD ROCK STANDARD 

• You anticipate guest needs and act with intention 

• You deliver service that is both polished and personal 

• You take ownership of every detail of the guest journey 

• You contribute to a collaborative, energized, and high-performing culture 

• You are detail-oriented, highly organized, and thrive in a fast-paced, high-expectation environment. 

• You are a natural leader who communicates effectively, leads with professionalism, and inspires those around you to perform at their best.  

• Your ability to anticipate needs, solve problems, and maintain high standards sets you apart. 

• You have previous experience of a minimum of 3 years in a similar role 

COMPENSATION & BENEFITS 

• This is a salary exempt role  

• We offer a competitive benefits package including medical, dental, vision, paid time off, retirement savings, and employee perks. 

• Hard Rock Hotel New York is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. 

• Applicants must be authorized to work in the United States. 

TAKE THE STAGE 

If you are ready to bring your talent, energy, and individuality to a brand that values both luxury and personality, we invite you to apply and join the Hard Rock Hotel New York Team.