Assistant Director of Front Office

Loews Hotels & Co; City of Rochester (NY); On-site; USD 72,000 - 90,000; Full time

Job summary

Loews Regency New York Hotel, a luxury property on the Upper East Side, seeks a Front Desk Agent to deliver exceptional guest experiences. You will welcome guests, handle requests, coordinate with teams, and maintain accurate records with our property management system.

Requirements include a Bachelor’s in Hospitality Management or strong equivalent, and at least two years of front desk experience at a quality property. The salary range is $72,000 to $90,000 per year, with full benefits.

Qualifications

• Excellent communication skills, both written and spoken.
• Strong guest service orientation and professional demeanor.
• Experience using property management software or systems.

Responsibilities

• Oversees daily agent activities at the Front Desk and ensures team adheres to company standards.
• Interacts with guests, handles requests, and resolves issues to ensure total guest satisfaction.
• Manages occupancy flow and payroll reporting for the Overnight team within budget.
• Coordinates with purchasing and other departments to ensure smooth operations.
• Maintains open lines of communication with other departments and delivers training as needed.

Skills

Excellent communication

Excellent guest service

Property management software

Education

Bachelor Degree in Hospitality Management

Tools

Property management software

Job description

Loews Regency New York Hotel offers careers in a luxury Park Avenue setting on the Upper East Side. Team members support iconic Art Deco style, personalized service and a refined guest experience shaped by more than 60 years of hospitality expertise.Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.Growth and belonging start here; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.What We Offer:Competitive health & wellness benefits, 401(k) & company matchPaid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement, Paid Personal DaysTraining & Development opportunities, career growthTuition ReimbursementPet InsuranceComplimentary meals in Team Member Café while workingTeam Member Hotel Rates, other discounts, perks and moreBenefits are subject to eligibility and may vary by positionJob SpecificOversees daily agent activities at the Front Desk and ensures all Team Members are adhering to the company standards.Interacts with the guest and handles all guest requests.Provides a four diamonds and more experience by focusing on exceeding guest expectations.Supports the Front Desk Agents by providing constant feedback and training.Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.Responsible for controlling the inventory levels and works closely with the purchasing department.Coordinates the quality, efficiency, and safe operations of the Front Office department.Ensures safe and efficient flow of traffic of arriving and departing guests.Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service.Maintains open lines communication with other departmentsInteracts frequently with guests to ensure satisfaction with servicesAttends all required meetings for positionOversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all timesConducts regularly scheduled meetings and training as requiredAnswers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfactionEnsures that all requests are handled promptly, accurately, and with utmost courtesyReviews/maintains daily payroll report/records for overnight team, maintaining labor costs within forecasted budgetary guidelinesEnsures that all daily and group reports are distributed to appropriate partiesOther duties as assignedGeneralMaintains clean and excellent condition of Back Office area and equipmentMaintains proper stock of all supplies in Back Office AreaExecutes emergency procedures in accordance with hotel standardsNotifies appropriate individuals and departments of any problems or unusual matters of significanceAttends all appropriate hotel meetings and training sessionsIs polite, friendly, and helpful to guests, employees, and managementPromotes and applies teamwork skills at all timesComplies with all hotel standards, policies, and rulesComplies with safety regulations and proceduresRemains current on hotel information and changesQualificationsExcellent communication skills - oral and writtenExcellent guest service skillsKnowledge of computer programs utilized in property managementAble to work a flexible schedule, including weekends and holidaysBachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skillsMinimum two years' experience as Front Desk Agent at a comparable quality propertySalary range for this position, based on experience, is $72,000.00 to $90,000.00.Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse work culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you would like to request a reasonable accommodation to submit an application or participate in the hiring process please contact our Human Resources team.