Director of Front Office in New York, New York at StepStone Hospitality Inc.

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 We’re 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 you’re ready to grow your hospitality career and lead a talented team in the heart of New York City, we’d 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.