Saratoga Arms Hotel
Hotel Front Desk Manager
Saratoga Arms Hotel, Saratoga Springs, New York, United States, 12866
Front Desk Manager Position: Full-Time, Non-Exempt, Overtime Eligible Reports to: General Manager Location: Saratoga Arms Hotel, Saratoga Springs, NY Position Overview The Front Desk Manager oversees all aspects of the front office, including guest check-in/check-out, reservations, and team leadership. This role requires a balance of operational expertise and a guest-first mindset, ensuring every interaction reflects the warmth, attentiveness, and professionalism of a luxury boutique hotel. The Front Desk Manager will also collaborate closely with the Concierge Manager to build detailed guest profiles and create surprise-and-delight experiences that elevate every guest's stay. What We Offer • Base salary with performance-based bonus opportunities. • Health, dental, and vision benefits. • SIMPLE IRA with company match. • Paid time off and hotel discounts. • Professional growth and development in a boutique luxury setting. • The opportunity to lead and inspire a guest services team at one of Saratoga's most distinctive hotels. Responsibilities:
Guest Experience
• Serve as the primary ambassador of the hotel’s brand and service philosophy. • Anticipate and fulfill guest needs, ensuring a seamless and personalized stay. • Resolve guest concerns and service issues with professionalism, empathy, and efficiency. • Collaborate with the Concierge Manager to build guest profiles, capture preferences, and curate personalized touches throughout the guest journey.
Front Office Operations
• Supervise daily front desk operations, including check-ins, check-outs, room assignments, and billing. • Oversee and manage the hotel’s reservation system, ensuring accuracy in bookings, confirmations, and pre-arrival communication. • Monitor room availability and work with housekeeping and maintenance to ensure readiness and smooth turnover. • Uphold service standards that reflect luxury-level hospitality. • Ensure compliance with all hotel policies, safety procedures, and industry regulations.
Leadership & Team Development
• Recruit, train, schedule, and mentor front desk associates and night auditors. • Lead by example with a hands-on, visible presence at the front desk. • Conduct regular team meetings, coaching sessions, and performance evaluations. • Foster a culture of hospitality, teamwork, and continuous improvement.
Financial & Administrative Responsibilities
• Assist in developing and managing the front office budget. • Monitor and reconcile daily transactions, deposits, and reporting. • Track and improve key performance indicators (guest satisfaction, efficiency, upselling success). • Support revenue goals by promoting hotel amenities, upgrades, and packages.
Collaboration
• Work closely with the Concierge Manager to ensure a seamless guest journey and to align on surprise-and-delight strategies. • Partner with housekeeping, food & beverage, and sales teams to deliver consistent service across departments. • Provide feedback to leadership on guest preferences, booking trends, and opportunities to enhance offerings. Qualifications: • 3–5 years of front office or guest services experience in luxury hotels, resorts, or upscale boutique properties. • Minimum 1–2 years of leadership experience in a hospitality setting. • Proficiency in property management systems (PMS) and reservations software. • Strong leadership, communication, and organizational skills. • Hands-on, service-driven, and detail-oriented. • Ability to work flexible hours, including evenings, weekends, and holidays. • Familiarity with local attractions, dining, and cultural offerings is a plus. Compensation: $55,000 - $60,000 yearly
• Guest Experience • Serve as the primary ambassador of the hotel’s brand and service philosophy. • Anticipate and fulfill guest needs, ensuring a seamless and personalized stay. • Resolve guest concerns and service issues with professionalism, empathy, and efficiency. • Collaborate with the Concierge Manager to build guest profiles, capture preferences, and curate personalized touches throughout the guest journey. Front Office Operations • Supervise daily front desk operations, including check-ins, check-outs, room assignments, and billing. • Oversee and manage the hotel’s reservation system, ensuring accuracy in bookings, confirmations, and pre-arrival communication. • Monitor room availability and work with housekeeping and maintenance to ensure readiness and smooth turnover. • Uphold service standards that reflect luxury-level hospitality. • Ensure compliance with all hotel policies, safety procedures, and industry regulations. Leadership & Team Development • Recruit, train, schedule, and mentor front desk associates and night auditors. • Lead by example with a hands-on, visible presence at the front desk. • Conduct regular team meetings, coaching sessions, and performance evaluations. • Foster a culture of hospitality, teamwork, and continuous improvement. Financial & Administrative Responsibilities • Assist in developing and managing the front office budget. • Monitor and reconcile daily transactions, deposits, and reporting. • Track and improve key performance indicators (guest satisfaction, efficiency, upselling success). • Support revenue goals by promoting hotel amenities, upgrades, and packages. Collaboration • Work closely with the Concierge Manager to ensure a seamless guest journey and to align on surprise-and-delight strategies. • Partner with housekeeping, food & beverage, and sales teams to deliver consistent service across departments. • Provide feedback to leadership on guest preferences, booking trends, and opportunities to enhance offerings.
Compensation: $55,000-$60,000 per year
Guest Experience
• Serve as the primary ambassador of the hotel’s brand and service philosophy. • Anticipate and fulfill guest needs, ensuring a seamless and personalized stay. • Resolve guest concerns and service issues with professionalism, empathy, and efficiency. • Collaborate with the Concierge Manager to build guest profiles, capture preferences, and curate personalized touches throughout the guest journey.
Front Office Operations
• Supervise daily front desk operations, including check-ins, check-outs, room assignments, and billing. • Oversee and manage the hotel’s reservation system, ensuring accuracy in bookings, confirmations, and pre-arrival communication. • Monitor room availability and work with housekeeping and maintenance to ensure readiness and smooth turnover. • Uphold service standards that reflect luxury-level hospitality. • Ensure compliance with all hotel policies, safety procedures, and industry regulations.
Leadership & Team Development
• Recruit, train, schedule, and mentor front desk associates and night auditors. • Lead by example with a hands-on, visible presence at the front desk. • Conduct regular team meetings, coaching sessions, and performance evaluations. • Foster a culture of hospitality, teamwork, and continuous improvement.
Financial & Administrative Responsibilities
• Assist in developing and managing the front office budget. • Monitor and reconcile daily transactions, deposits, and reporting. • Track and improve key performance indicators (guest satisfaction, efficiency, upselling success). • Support revenue goals by promoting hotel amenities, upgrades, and packages.
Collaboration
• Work closely with the Concierge Manager to ensure a seamless guest journey and to align on surprise-and-delight strategies. • Partner with housekeeping, food & beverage, and sales teams to deliver consistent service across departments. • Provide feedback to leadership on guest preferences, booking trends, and opportunities to enhance offerings. Qualifications: • 3–5 years of front office or guest services experience in luxury hotels, resorts, or upscale boutique properties. • Minimum 1–2 years of leadership experience in a hospitality setting. • Proficiency in property management systems (PMS) and reservations software. • Strong leadership, communication, and organizational skills. • Hands-on, service-driven, and detail-oriented. • Ability to work flexible hours, including evenings, weekends, and holidays. • Familiarity with local attractions, dining, and cultural offerings is a plus. Compensation: $55,000 - $60,000 yearly
• Guest Experience • Serve as the primary ambassador of the hotel’s brand and service philosophy. • Anticipate and fulfill guest needs, ensuring a seamless and personalized stay. • Resolve guest concerns and service issues with professionalism, empathy, and efficiency. • Collaborate with the Concierge Manager to build guest profiles, capture preferences, and curate personalized touches throughout the guest journey. Front Office Operations • Supervise daily front desk operations, including check-ins, check-outs, room assignments, and billing. • Oversee and manage the hotel’s reservation system, ensuring accuracy in bookings, confirmations, and pre-arrival communication. • Monitor room availability and work with housekeeping and maintenance to ensure readiness and smooth turnover. • Uphold service standards that reflect luxury-level hospitality. • Ensure compliance with all hotel policies, safety procedures, and industry regulations. Leadership & Team Development • Recruit, train, schedule, and mentor front desk associates and night auditors. • Lead by example with a hands-on, visible presence at the front desk. • Conduct regular team meetings, coaching sessions, and performance evaluations. • Foster a culture of hospitality, teamwork, and continuous improvement. Financial & Administrative Responsibilities • Assist in developing and managing the front office budget. • Monitor and reconcile daily transactions, deposits, and reporting. • Track and improve key performance indicators (guest satisfaction, efficiency, upselling success). • Support revenue goals by promoting hotel amenities, upgrades, and packages. Collaboration • Work closely with the Concierge Manager to ensure a seamless guest journey and to align on surprise-and-delight strategies. • Partner with housekeeping, food & beverage, and sales teams to deliver consistent service across departments. • Provide feedback to leadership on guest preferences, booking trends, and opportunities to enhance offerings.
Compensation: $55,000-$60,000 per year