Assistant Director of Front Office

Arlo Midtown; New York (NY); On-site; USD 80,000 - 85,000; Full time

Job summary

Arlo Midtown in New York City seeks an Assistant Director of Front Office to support daily front desk operations and guest services. Lead a high-performing team, drive guest satisfaction, and collaborate with the Director to optimize revenue and service quality.

The role requires prior management experience in hospitality, knowledge of Opera Cloud & PBX, and the ability to mentor staff while maintaining Arlo Core values. Fire and Life Safety certification must be obtained within six months.

Qualifications

• Minimum 2–3 years in a management position.
• Knowledge of Opera Cloud & PBX systems.
• Fire and Life Safety Director Certification within first six months.

Responsibilities

• Lead and supervise front office operations to maintain courteous service and acceptable profits.
• Support the Director of Front Office and train/mentor staff.
• Schedule team members, monitor labor costs, and ensure payroll accuracy.
• Communicate effectively via meetings, briefings, and training sessions.
• Manage rooms inventory and rate yielding; respond to guest concerns with proactive service.

Skills

Leadership

Front Office

Customer Service

Staff Training

Payroll & Scheduling

Shift Management

Communication

Education

Hospitality Diploma or Degree

Tools

Opera Cloud

PBX

Job description

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Assistant Director of Front Office.

Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so, keep on reading!! Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more…

This position is responsible for supporting the Director of Front Office for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs and coordinates activities to ensure exceptional service is achieved. Provides operational support, distributes information, trains, motivates and recognizes team members. Exercises independent judgment and initiative in the course of carrying out overall responsibilities.

RESPONSIBILITIES AND AUTHORITIES:

• Always treats guests with courtesy and respect in a variety of situations.
• Displays honesty & integrity.
• Is an inspirational leader able to motivate team members to be consistently engaged in serving others, always looking for opportunity.
• Always treats guests with courtesy and respect in a variety of situations.
• Displays honesty & integrity.
• Supports the Director of Front Office in helping to run the Department – Bell Person, Lobby Hosts and Assistant Front Office Managers.
• Conducts pre-shift meetings.
• Communicates effectively to staff using tools such as development reviews, training, departmental orientation and monthly departmental meetings.
• Motivates and develops team members.
• Maximizes room sales, room revenue and profit.
• Delivers outstanding service and creates memorable experiences.

SPECIFIC DUTIES

• Leads and supervises the operational activities of the front office team within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins.
• Supports Director of Front Office in assigned tasks, has an independent vision on areas of improvement and works together with team on preparing, sharing and training opportunities.
• Embraces and effectively livesArlo Core values and culture.
• Assigns, coordinates, and supervises work activities of Lobby Hosts/Bellmen.
• Trains, mentors and develops Assistant Front Office Managers, Lobby Hosts & Bell Persons.
• Prepares team member schedules, completes payroll, and monitors labor costs by reviewing daily schedule vs. occupancy and daily operational demands.
• Ensures work is completed to include shift closings, room deposits, refunds and rebates. All necessary paperwork is completed.
• Conducts Annual Performance Reviews with reporting team members.
• Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and staff.
• Communicates effectively to staff using tools such as:pre-shift briefings, orientation, activities, short take training and developmental reviews.
• Manages same day rooms inventory and rate yielding.
• Takes personal responsibility for correcting service problems and creates memorable guest experiences.
• Completes other duties as assigned by the Director of Operations.

REQUIREMENTS:

Education:

Any combination of education and experience providing the required skill and knowledgefor successful performance would be qualifying. Typical qualifications would be equivalent to:

• Hospitality Diploma or Degree Preferred
• Minimum 2 – 3 years in a Management Position

Knowledge:

• Hospitality or Customer Service
• Opera Cloud & PBX experience.

Special Requirements:

• Fire and Life Safety Director Certification required within first six (6) months of employment.

SALARY:

• $80,000 - $85,000 Annually