Director of Front Office

The Fifth Avenue Hotel – New York, NY

The Fifth Avenue Hotel, an award-winning luxury destination, is seeking a Director of Front Office to join our team. Nestled in the heart of Manhattan, our hotel is a vibrant oasis featuring 149 beautifully appointed guest rooms, where personal service, extraordinary design, distinctive cuisine, compelling art, and immersive cultural experiences come together to create something truly exceptional. At The Fifth, every detail is intentional. We invite our guests to experience the hotel as a flâneur—where curiosity is sparked, stories unfold, and no two stays are ever the same. 

Position Overview

As the Director of Front Office, you will provide strategic leadership and operational oversight to ensure the highest standards of presentation and service throughout the front office. Managing hotel operations in accordance with established guest service and sustainability standards, this role plays a key part in shaping the overall guest journey through thoughtful execution and a commitment to quality. This role requires a visionary leader with exceptional attention to detail, refined interpersonal skills, and a genuine passion for maintaining the "flâneur" spirit through impeccable service delivery and memorable first impressions. 

Key Responsibilities

Operational & Service Excellence

• Direct and oversee all front office functions to ensure a luxury, five-star (and beyond) standard of hospitality. 
• Maintain a pristine, well-organized, and impeccable environment throughout the front office and property. 
• Maintain front office systems and equipment to ensure optimum performance. 
• Review guest correspondence and incident logs to provide clear direction to staff based on information obtained. 
• Monitor occupancy of guest room space to ensure efficient use and minimize overbooking. 

The Flâneur Experience

• Shape the overall guest journey by ensuring first and last impressions reflect the hotel’s unique identity. 
• Create specific, measurable, and timely action plans to remedy any guest service deficiencies and enhance the guest journey. 
• Ensure every front office detail is intentional to spark curiosity and delight for our guests. 

Personalized Service Support

• Support the delivery of personalized, bespoke experiences through intense attention to detail and service readiness. 
• Anticipate guest needs and resolve complaints by monitoring operational issues and business flow. 
• Identify and anticipate the needs of VIP and returning guests, coordinating personalized "surprise and delight" moments. 
• Monitor guest satisfaction scores and brand standards to continuously drive departmental and overall guest satisfaction.

Leadership & Collaboration

• Recruit, train, mentor, and develop a high-performing team of associates and department managers. 
• Foster a culture of professional warmth, excellence, and collaboration consistent with core values. 
• Partner with internal departments, including Sales, Housekeeping, Engineering, and Food & Beverage, to implement strategies that improve occupancy levels, rates, and ensure seamless service delivery. 
• Oversee all vendor and personnel contracts throughout the hotel.

Financial & Administrative Stewardship

• Manage departmental resources, budgets, inventory controls, and labor costs effectively while maintaining uncompromised luxury standards. 
• Develop, implement, and monitor daily, weekly, monthly, and annual budgets and forecasts. 
• Oversee property accounting functions, including accounts payable/receivable, house bank audits, and payroll coordination. 
• Ensure all internal audit standards and accounting controls are strictly met. 

Safety & Compliance

• Uphold rigorous safety, cleanliness, security, and operational protocols for guests and staff within all front office operations. 
• Serve on the hotel’s safety committee and strictly follow OSHA and MSDS standards. 
• Follow established sustainability guidelines and practices. 

Qualifications

• Previous significant managerial and leadership experience in a luxury, five-star, or high-end hospitality environment is required. 
• Associate or Bachelor’s degree in Hospitality Management or equivalent experience preferred. 
• Intermediate knowledge of overall hotel operations, with experience in large hotels preferred. 
• Strong organizational, communication, and refined interpersonal abilities with a high attention to detail. 
• Proven ability to manage multiple priorities, multitask, and thrive in a fast-paced, high-pressure setting. 

Work Environment

• Flexible schedule required, including weekends, holidays, and alternate shifts as needed to support 24/7 operations. 
• Physically active role requiring regular movement throughout the property, including standing for extended periods, walking to inspect areas, and the ability to lift up to 25 pounds. 

Potential Career Path

We are committed to professional development, offering a clear trajectory for those looking to advance into senior management roles:

• Director of Rooms – Director of Operations 

Why Join Us?

The Fifth Avenue Hotel is more than a workplace—it’s a destination where creativity, culture, and hospitality meet. As part of our award-winning team, you will play a vital role in shaping the canvas of unforgettable guest journeys in one of New York City’s most distinctive luxury hotels. Candidates who value excellence, discretion, and professionalism are encouraged to apply to this refined, service-driven setting.