Front Office Manager

Be part of our Pre-Opening Team!

We are seeking an enthusiastic, experienced Front Office Manager to join the pre-opening team for the first and flagship Canopy hotel in New York City.

Located in the heart of the Penn District, at the corner of 34th Street and 8th Avenue, this 365-room, design-forward lifestyle hotel will feature extensive food & beverage offerings and serve as a brand showcase for Canopy in NYC, steps from Madison Square Garden and Hudson Yards.

Reporting to the Director of Rooms, the Front Office Manager will lead the day-to-day Front Office operation while creating memorable, personalized, and welcoming experiences for our guests.

This leader will play an integral role during pre-opening by helping recruit, train, and develop the Front Office team; establish operating procedures; and create a service culture that reflects Canopy's personality and standards.

Our ideal candidate is a hands-on, compassionate, and engaging leader who empowers their TEAM, thrives in a fast-paced New York City hotel environment, and has a genuine passion for hospitality and exceptional guest service.

This position requires open, flexible scheduling availability, including AM, PM, overnight shifts, weekends, and holidays, based on hotel business needs.

What You Will Be DoingPre-Opening & Team Development

• Support the Director of Rooms with all Front Office pre-opening activities and operational readiness.

• Assist with recruiting, interviewing, selecting, onboarding, and training Front Office team members.

• Help establish Front Office operating procedures, service standards, checklists, and departmental processes prior to opening.

• Participate in pre-opening training and ensure the Front Office team is prepared to deliver Canopy brand standards and an exceptional guest experience from day one.

• Develop a strong, collaborative Front Office culture grounded in teamwork, accountability, communication, and genuine hospitality.

• Train and coach team members on Front Office procedures, property systems, service recovery, guest engagement, and brand expectations.

• Ensure team members understand the hotel, its food & beverage offerings, amenities, neighborhood, and surrounding attractions so they can confidently assist guests.

Front Office Operations

• Manage the day-to-day Front Office operation and ensure consistent execution of hotel and brand standards.

• Provide leadership and direction to Front Desk and Guest Services team members throughout each shift.

• Prepare and manage weekly Front Office schedules based on occupancy, business forecasts, hotel needs, and established labor guidelines.

• Ensure appropriate Front Office coverage based on arrivals, departures, occupancy, groups, events, and anticipated business levels.

• Monitor arrivals, departures, room assignments, special requests, VIPs, groups, and other important guest information.

• Ensure guest profiles, reservations, rates, room assignments, billing instructions, and other Front Office information are accurate.

• Maintain proficiency with the hotel's property management system and ensure Front Office team members are properly trained on system functionality.

• Review daily operational and Night Audit reports and address discrepancies or concerns as appropriate.

• Monitor room inventory and work closely with Reservations, Housekeeping, and Revenue Management to maximize room availability and operational efficiency.

• Ensure rates, packages, and billing instructions are properly reflected and followed within the property management system.

• Maintain proper Front Office cash handling, credit, billing, and financial control procedures.

• Ensure shift checklists, logs, reports, and required documentation are completed accurately and timely.

• Participate in daily hotel Operations meetings and communicate important information to the Front Office team.

Guest Experience

• Lead by example in delivering warm, engaging, and personalized service that reflects the Canopy experience.

• Maintain a visible and approachable presence in the lobby and Front Office areas.

• Proactively engage with guests and identify opportunities to enhance their experience.

• Respond promptly and professionally to guest concerns, requests, and service recovery situations.

• Empower Front Office team members to resolve guest concerns while maintaining appropriate operational and financial controls.

• Follow up on guest concerns to ensure satisfactory resolution.

• Monitor guest satisfaction scores, reviews, surveys, and other feedback related to Front Office operations.

• Partner with the Director of Rooms to develop and implement action plans to improve guest satisfaction and service performance.

• Communicate guest feedback and performance results to the Front Office team and recognize positive achievements.

• Develop creative ways to surprise and delight guests while maintaining consistency with Canopy's lifestyle positioning and service philosophy.

• Ensure VIPs, repeat guests, Hilton Honors members, and guests celebrating special occasions receive appropriate recognition and personalized attention.

• Maintain strong knowledge of the Penn District, Madison Square Garden, Hudson Yards, and surrounding New York City attractions, restaurants, transportation, and experiences to recommend options to guests.

Team Leadership & Performance

• Lead, motivate, coach, and develop Front Office team members to achieve individual and departmental goals.

• Conduct regular team meetings and pre-shift briefings to communicate hotel information, priorities, guest needs, and service expectations.

• Provide ongoing feedback and coaching to strengthen team member performance.

• Complete performance evaluations and support individual development plans.

• Address performance concerns through coaching, counseling, and corrective action in partnership with Human Resources and the Director of Rooms.

• Recognize and celebrate strong performance and contributions to the guest experience.

• Foster an inclusive environment where team members feel supported, respected, empowered, and accountable.

• Identify high-potential team members and support their professional development and advancement.

• Ensure team members maintain professional appearance and grooming standards in accordance with company and brand expectations.

Collaboration & Hotel Performance

• Partner closely with Housekeeping to ensure rooms are inspected, released, and available to guests efficiently.

• Collaborate with Engineering to prioritize and resolve guest room maintenance concerns.

• Coordinate with Sales and Events regarding group arrivals, VIPs, special requests, and important client programs.

• Partner with Food & Beverage and other hotel departments to create a seamless overall guest experience.

• Communicate occupancy, arrivals, departures, groups, VIPs, operational challenges, and guest concerns to appropriate hotel leaders.

• Support the Director of Rooms in achieving departmental financial, operational, and guest satisfaction objectives.

• Monitor Front Office labor and scheduling to support established productivity and budget goals.

• Identify opportunities to improve departmental efficiency without compromising the guest experience.

• Perform Manager on Duty responsibilities as assigned.

• Perform additional duties as requested by the Director of Rooms or hotel leadership.

Essential Qualifications

• Strong passion for hospitality and delivering exceptional guest experiences.

• Proven ability to lead, motivate, coach, and develop a Front Office team.

• Strong knowledge of Front Office operations, guest services, reservations, room inventory, billing, and Night Audit processes.

• Excellent problem-solving and service recovery skills.

• Strong interpersonal skills with the ability to communicate effectively with guests, team members, and hotel leadership.

• Ability to remain calm, professional, and solutions-oriented in a fast-paced environment.

• Strong organizational, time-management, and follow-up skills.

• Ability to manage multiple priorities while maintaining exceptional attention to detail.

• Strong understanding of hotel guest satisfaction metrics and the ability to develop action plans based on results.

• Proficiency with Microsoft Office and hotel property management systems.

• Strong business acumen and understanding of Front Office labor, productivity, revenue, and operational performance.

• Professional presence with a hands-on and highly visible leadership style.

Requirements

• Minimum 2 years of Front Office management experience within the hotel industry required.

• Previous experience in a high-volume hotel environment strongly preferred.

• Previous New York City hotel experience preferred.

• Lifestyle, full-service, luxury, or major branded hotel experience preferred.

• Pre-opening or new hotel opening experience is a plus.

• Hilton or Canopy brand experience is a plus.

• Experience with Hilton property management and guest service systems preferred.

• Experience recruiting, training, scheduling, coaching, and evaluating Front Office team members.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

• Must be able to work independently and make sound operational decisions when necessary.

• Must have flexible availability and be able to work AM, PM, overnight shifts, weekends, and holidays based on hotel business needs.

Why You Will Enjoy This Job

• Join the pre-opening team of the first Canopy hotel in New York City.

• Help build the Front Office team and guest experience for a flagship hotel from the ground up.

• Be part of the opening of a 365-room, design-forward lifestyle hotel in the heart of Manhattan's Penn District.

• Help define the service culture and arrival experience guests will associate with Canopy New York City.

• Work collaboratively with Rooms, Housekeeping, Engineering, Food & Beverage, Sales, and other hotel leaders.

• Develop your leadership career within a TEAM culture that values collaboration, professional growth, and long-term development.

TEAM Benefits

• 401(k)

• Health, Dental, Vision, Life, and Voluntary Insurance

• TEAM and Travel Discounts

• Vacation, Well, and Holiday Pay

• Career Advancement Opportunities

• Professional Training and Development Opportunities

Salary: $80,000–$90,000 per year

The anticipated compensation range for this position is $80,000–$90,000 per year. The salary offered to a successful candidate will depend on several factors, including but not limited to relevant hotel Front Office management experience, New York City market experience, brand experience, education, and qualifications.

In compliance with federal law, all hired persons must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form (Form I-9) upon hire.