Hotel Front Desk Manager at Achilles – New York, New York

Position Summary
The Hotel Front Desk Manager is responsible for leading the front desk operation and delivering an exceptional guest experience from arrival to departure. This role oversees a team of front desk agents, manages the daily flow of check-ins, check-outs, and escalations, and ensures that operational standards are upheld during every shift. The ideal candidate is a calm, solutions-oriented leader who can balance competing demands, develop a service-minded team, and take full ownership of the guest experience — including when things go wrong.

Key Responsibilities
Lead, schedule, and develop a team of front desk agents across all shifts
Manage daily check-in and check-out operations, ensuring smooth flow during peak periods, sellout nights, and group arrivals
Serve as Manager on Duty as assigned, handling all guest escalations, complaints, and service recovery situations
Maintain proficiency in the property management system (PMS) and ensure accurate room assignments, billing, and reporting
Monitor front desk performance metrics including guest satisfaction scores, check-in wait times, and upsell conversion
Develop and maintain front desk standard operating procedures; train agents to consistent service standards
Partner with housekeeping, reservations, and food & beverage to ensure seamless guest transitions
Manage staffing gaps proactively — cover shifts when needed and maintain operational continuity under constrained conditions
Conduct regular coaching conversations and performance reviews with front desk agents
Ensure compliance with all brand standards, safety protocols, and cash handling procedures

Required Qualifications
3+ years of front desk experience in a hotel environment, with at least 1 year in a supervisory or lead capacity
Experience managing operations during high-volume periods including sellout nights, large group blocks, or major events
Proficiency with at least one property management system (e.g., Opera, Fosse, Maestro, Cloudbeds)
Demonstrated ability to manage guest escalations calmly, fairly, and to resolution
Strong team leadership skills with the ability to develop agents and hold them accountable to service standards
Excellent verbal communication skills; professional and composed under pressure

Preferred Qualifications
Experience in a full-service, lifestyle, or upper-upscale hotel environment
Familiarity with revenue management concepts and upsell best practices
Hospitality management degree or equivalent professional certification (e.g., CHA)
Experience with loyalty programs and brand standard compliance frameworks

Performance Expectations
Achieve or exceed guest satisfaction targets (GSS/NPS) for front desk interactions quarter over quarter
Maintain staffing coverage at or above minimum levels through proactive scheduling and cross-training
Resolve guest escalations at the property level with minimal corporate or ownership escalation
Develop at least one agent into a lead or supervisory role annually through intentional coaching