Assistant Front Office Manager

Location:

New York, NY |

Title:

Assistant Front Office Manager | Pay Range: $67,000 - $70,000 annually |

Reports to:

Operations Manager / Front Office Manager | Supervises:
Front Desk Team Members.

Hampton/Home2 by Hilton Times Square is seeking an Assistant Guest Service Manager to support the Front Office team by overseeing daily operations, ensuring a seamless guest experience, and resolving guest concerns. This role assists with managing the front desk and guest relations, working closely with the Operations Manager and Front Office Managers to maintain high standards of service and hospitality.

• Assist the Operations Manager and Front Office Manager in overseeing daily front desk operations, ensuring smooth and efficient service.
• Check guests in and out efficiently and in a friendly manner.
• Supervise and support front desk agents ensuring adherence to service standards.
• Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.
• Ensure all staff members are present for their shift and are in compliance with employee handbook guidelines for appearance and uniform standards.
• Collaborate with Housekeeping, Engineering, Sales and Food & Beverage to meet guest expectations.
• Train, coach, and motivate team members for consistent service excellence.
• Respond to guest inquiries, concerns, and complaints, providing timely and effective solutions; follow up to ensure guest satisfaction.
• Ensure daily checklists, shift reports, and cash handling procedures are completed accurately and timely.
• Ensure the accuracy of guest billing, reservations, and room assignments.
• Train new team members and provide ongoing coaching to front office staff.
• Monitor guest satisfaction levels through surveys and guest feedback, addressing any issues promptly.
• Assist with the management of room inventory and the coordination of room assignments.
• Coordinate with housekeeping, maintenance, and other departments to ensure timely room turnovers and guest satisfaction.
• Assist the managers with the front desk schedule and ensure adequate staffing levels during peak periods.
• Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures.
• Monitor and manage guest loyalty programs, ensuring enrollment and engagement.
• Assist with handling VIP arrivals and special requests to ensure personalized guest experiences.
• Collaborate with the Front Office Managers and other department leaders on ways to continually improve departmental service.
• Maintain good communication and working relationships with all hotel departments.
• Maintain regular communication with the Guest Service Manager regarding operational updates and any guest service challenges.
• Complete daily shift checklist.
• Attend mandatory meetings and hotel functions.
• Be an active team player with a hands‑on approach when manpower is in shortage.
• Coming to work on time and maintaining good time and attendance.
• Perform other duties as requested by management.

• 2+ years of experience in a guest service or front desk supervisory role, preferably in a hotel or hospitality setting.
• Proficiency in using property management systems and Microsoft Office (Word, Excel, PowerPoint).
• Strong leadership and communication skills to supervise staff and interact with guests.
• Excellent problem‑solving skills and the ability to resolve guest issues efficiently.
• Strong organizational skills, with the ability to manage multiple tasks and priorities.
• Ability to work well under pressure in a fast‑paced environment.
• Experience with guest loyalty programs and VIP guest handling is preferred.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Primarily an indoor role, based at the front desk and guest areas of the hotel. Must be able to stand and walk for extended periods while overseeing guest services and assisting staff. Must be able to lift and carry objects up to 20 lbs occasionally. Flexible schedule, including availability for evenings, weekends, and holidays.