Front Office Team Lead — Guest Experience & Training

Cambria Suites; New York (NY); On-site; USD 63,000 - 77,000; Full time

Job summary

Cambria Hotel Times Square – New York City is seeking an Assistant Front Office Manager to support the Front Office leadership team in daily operations, training, and team performance. This role emphasizes implementing standards and ensuring guest satisfaction in a fast-paced New York City hotel.

Ideal candidates will have supervisory experience and strong leadership, communication, and organizational skills, with proficiency in Microsoft Word and Excel.

Qualifications

• Previous experience in a similar Front Office role required.
• Minimum of 1 year of supervisory experience.
• Strong leadership, communication, and organizational skills.
• Proficiency in Microsoft Word and Excel.

Responsibilities

• Assist the Assistant General Manager in developing and implementing training tools, standards, and procedures.
• Support recruiting, hiring, and onboarding of Front Office team members.
• Supervise and coordinate daily Front Office operations and staff activities.
• Conduct routine inspections to ensure adherence to service standards and procedures.
• Ensure completion of daily checklists and responsibilities by Guest Service team members.
• Maintain consistent, high-quality service throughout the entire guest journey—from reservation to departure.
• Handle guest transactions including authorizing checks, cash advances, rebates, paid‑outs, and refunds in accordance with hotel procedures.
• Monitor guest credit status and ensure timely payment collection, including follow‑up on outstanding balances.
• Address guest concerns promptly and professionally to ensure satisfaction.
• Support ongoing training and development of Front Office staff.
• Remain open to learning opportunities and additional responsibilities assigned by leadership.
• Foster a team‑oriented, service‑driven culture aligned with Cambria standards.

Skills

Leadership

Communication

Organization

Customer service

Flexibility

Tools

Microsoft Word

Excel

Job description

Cambria Hotel Times Square – New York City is seeking an Assistant Front Office Manager to support the Front Office leadership team in daily operations, training, and team performance. This role emphasizes implementing standards and ensuring guest satisfaction in a fast-paced New York City hotel.

Ideal candidates will have supervisory experience and strong leadership, communication, and organizational skills, with proficiency in Microsoft Word and Excel.