Front Office Coordinator

Job Overview

The Front Office Coordinator plays a vital support role within the Rooms Division by ensuring smooth day-to-day operations of the Front Office. This position acts as a liaison between departments and guests, supporting the Front Office Manager (FOM), assisting with administrative duties, and ensuring VIP and group needs are met with efficiency and discretion.

 

Key Responsibilities:

 

Guest Communication & Service

• Respond to guest inquiries and requests via IVY, phone, and in person in a timely and professional manner
• Assist with due-out, follow-ups, and room readiness coordination
• Coordinate VIP amenity drops, gift bag distribution, and special requests with relevant departments
• Conduct “call-arounds” for any sick calls

Administrative & Operational Support

• Support the Front Office Manager during peak hours or manager absence, assisting in lobby presence and guest issue resolution
• Answer and manage incoming calls for the Front Office department
• Maintain and update the department schedule, including shift changes and time-off requests
• Process and assist with bi-weekly payroll submissions accurately and on time

Group & Special Segment Coordination

• Review and summarize resumes for incoming group bookings, diplomatic stays, and entertainment/VIP travelers
• Ensure accurate communication of group details to the Front Office and other relevant departments
• Monitor and support the execution of Forbes Service Standards (including energizer reviews and documentation)

Lotte New York Palace Hotel is a luxury hotel in the Midtown Manhattan neighborhood of New York City, at the corner of 50th Street and Madison Avenue. It was originally developed between 1977 and 1980 by Harry Helmsley. The hotel consists of a portion of the Villard Houses, built in the 1880s by McKim, Mead & White, which are New York City designated landmarks and listed on the National Register of Historic Places. It also includes a 51-story skyscraper designed by Emery Roth & Sons and completed in 1980.