Assistant Front Office Manager - EVEN Midtown East

IHG Hotels & Resorts; New York (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

IHG Hotels & Resorts is seeking an Assistant Front Office Manager to oversee all aspects of the front office, including guest registration, porter services, business center, telephone, concierge, and reservations, ensuring a warm, memorable guest experience in New York.

You will lead day-to-day operations, mentor team members, and ensure service standards while maintaining compliance with applicable laws. The role supports a welcoming, high-quality guest environment at our New York property.

Qualifications

• 1-2 years of Front Office/Guest Service experience including supervisor/management experience.
• Must speak fluent English.
• Other languages preferred.

Responsibilities

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members.
• Educate and train team members in compliance with federal, state and local laws and safety regulations.
• Ensure your front office team delivers a great service, professional attention and personal recognition.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled securely.
• Perform other duties as assigned; may also serve as manager on duty.

Skills

Front Office

Guest Service

Fluent English

Supervisory Experience

Job description

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As an Assistant Front Office Manager, you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business center, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As an Assistant Front Office Manager, you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business center, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location

Key Accountabilities

People

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure your team are properly trained on systems, security, service and quality standards.

Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned. May also serve as manager on duty.

Accountability

This job is a Front Office job and may report to a Director of Rooms at a hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team.

Key Skills & Experiences

• 1-2 years of Front Office/Guest Service experience including supervisor/management experience
• Must speak fluent English
• Other languages preferred

EVEN Hotels is where hospitality meets wellness.

At Even Hotels, wellness is built in. We strive to help guests stay well and happy when they're away from home. Each hotel has an elite team of guest focused and wellness-savvy staff, who are ready to be an advocate of the brand and bring a personal touch. Energetic and friendly? You'll thrive at EVEN.

Important information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.