Front Office Lead — Guest Experience & Operations

Riggs D.C; New York (NY); Hybrid; USD 58,000 - 71,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

6 Complimentary Nights

Lore Group Rates

Employee Discounts

401K with 5% Match

Training & Development

Referral Incentive

Life Insurance

Employee Assistance Program

Job summary

Hotel Park Ave in New York City is seeking an Assistant Front Office Manager to lead the Guest Journey Ambassadors, serve as the duty manager on shift, and ensure a seamless guest experience.

You will welcome guests, manage check-in/out, anticipate needs, resolve concerns, train colleagues, and collaborate across departments to deliver extraordinary service while residing in the heart of NoMad.

Qualifications

• Hospitality or customer service experience highly valued.
• Excellent verbal and written communication.
• Strong problem-solving and attention to detail.
• Ability to work flexible hours, including weekends/holidays.

Responsibilities

• Lead and motivate the Guest Journey Ambassadors to deliver service excellence.
• Act as Manager on Duty during shifts and support the team.
• Greet guests and manage check-in/check-out with a smooth process.
• Anticipate guest needs and turn requests into memorable experiences.
• Resolve guest concerns promptly and professionally.
• Train team members through formal and on-the-job sessions.
• Be present in the lobby as the primary point of contact for guest requests.
• Assist guests with luggage and room delivery as needed.
• Share insider city knowledge and tailor recommendations for guests.
• Collaborate with other departments to fulfill guest requests promptly and efficiently.
• Collect and respond to guest feedback to drive continuous improvement.

Skills

Hospitality experience

Customer service

Communication skills

Problem solving

Flexibility in hours

Guest empathy

Job description

Hotel Park Ave in New York City is seeking an Assistant Front Office Manager to lead the Guest Journey Ambassadors, serve as the duty manager on shift, and ensure a seamless guest experience.

You will welcome guests, manage check-in/out, anticipate needs, resolve concerns, train colleagues, and collaborate across departments to deliver extraordinary service while residing in the heart of NoMad.