Assistant Front Office Manager

Pyramid Burlington Management; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Pyramid Hotel Group in New York Downtown is seeking an experienced Front Office Leader to oversee reservations, front desk and bell operations, and to schedule staff to ensure smooth service. You will monitor performance and drive guest satisfaction across shifts.

This role requires at least 2 years of front office leadership, excellent communication skills, and fluency in English. You will act as manager on duty and collaborate with Revenue, Sales, and F&B to uphold brand standards.

Qualifications

• Minimum 2 years front office/guest services leadership experience.
• Strong communication and leadership abilities.
• Fluency in English required.

Responsibilities

• Manage all aspects of front desk operations including reservations, front desk, and bell team.
• Schedule employees to ensure proper coverage.
• Monitor performance and initiate corrective actions per policy; alert management as needed.
• Ensure staff are trained and have tools to perform duties effectively.
• Greet guests, handle complaints, and implement service recovery to ensure satisfaction.
• Coordinate with Accounting, Revenue Management, Sales & Marketing, Food & Beverage, Housekeeping, and Engineering.

Skills

Front office leadership

Communication skills

Fluent English

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels , a collection of distinctive independent properties; Axiom Hospitality , our European hotel management company; and PYRAMIDWORKS , which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands‑on approach focused on exceptional service, operational excellence, and long‑term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

• Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few.

At the DoubleTree by Hilton New York Downtown we pride ourselves on being the best employer in the area. What sets us apart? We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the DoubleTree by Hilton New York Downtown can mean for you!

What you will have an opportunity to do:

Duties & Responsibilities:

• Manage all aspects of front desk operations. This includes reservations, front desk, and bell team.
• Schedule employees to ensure proper coverage.
• Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures. Alert management of potentially serious issues.
• Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manage labor costs and expenses within budget.
• Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Train appropriate staff on procedures for phone handling to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Food and Beverage, Housekeeping, and Engineering.
• Will serve as "manager on duty" as required.
• Accountability: This job is responsible for managing front office operations at a large hotel. Typically supervises a shift of front office and bell employees, in addition to other duties.

Requirements:

• Two or more years front office/guest services leadership (supervisor or manager) experience.

Other:

• Communication skills utilize a significant amount of time to interact with others; customers, employees, and third parties. Must speak fluent English.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving in