Assistant Director of Front Office Job New York New York USA,Hospitality / Hotel / Catering

Job Details:

Job Location:

Kimpton Era - New York, NY 10036, Position Type:
Full-Time, Education Level: Not Specified, Salary Range: $90,000.00 - $ Salary/year, Job Shift: Variable, Extell Hospitality Services:

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

Location:

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar.

Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings.

Overview:

The Assistant Director of Front Office is an essential leadership role supporting the daily operations, strategic management, and financial performance of the guest arrival and departure experience. Reporting to the Director of Front Office, this individual assists in overseeing Front Office Managers, Guest Service Attendants, and Front Desk Hosts to maintain the highest standards of guest satisfaction, operational efficiency, and team development.

You will co-lead a high-performing team while championing a culture of excellence, continuous improvement, and compassionate leadership.

Key Responsibilities:

Operational Leadership & Oversight:
- Partner with the Director of Front Office to direct and manage all Front Office operations, including the Front Desk, Guest Services, and related touchpoints.
- Assist in developing and implementing operational policies and service standards to ensure consistent, premium execution.
- Monitor daily operations to ensure strict compliance with brand standards, safety regulations, and legal requirements.
- Identify operational bottlenecks and implement solutions to optimize efficiency and enhance the overall rooms division experience.
Guest Experience & Service Excellence:
- Champion a guest-centric culture, empowering staff to anticipate and exceed guest expectations.
- Monitor guest feedback through platforms like Medallia, Trip Advisor, and direct interactions, implementing corrective actions to address service deficiencies.
- Handle escalated guest complaints and resolve issues effectively, courteously, and professionally.
Financial Management & Budgeting:
- Collaborate with the Director of Front Office and Director of Operations to develop and manage departmental budgets, forecasting revenue and expenses.
- Monitor financial performance, identify variances, and execute cost-control measures regarding labor and operating supplies.
- Analyze operational data and drive revenue generation initiatives, such as room upgrade and upsell programs.
- Maintain personnel records and ensure timecard accuracy using Paycom.
Team Leadership & Development:
- Assist in recruiting, training, and mentoring a strong team of Managers, Attendants, and Hosts.
- Conduct regular performance reviews using compassionate candor to provide constructive feedback and identify career growth opportunities.
- Foster a positive, collaborative work environment that encourages teamwork and professional development.
- Ensure internal communications and operational emails are concise, fact-driven, and actionable.
Quality & Safety Assurance:
- Ensure adherence to all health, safety, and sanitation standards within the Front…