Assistant Manager Front Office

$67,500 - $68,000/Yr

The Lowell Hotel - New York, NY

Full-time - Mid Level

Onsite - New York, NY

About the position

The Assistant Manager Front Office at the Lowell Hotel is a managerial role responsible for ensuring the smooth and efficient operation of the Front Desk while maintaining the highest level of guest satisfaction. This position requires proficiency in Opera, sales ability, and upselling experience, and is focused on delivering luxury service standards in a top-rated hotel in New York City.

Responsibilities

• Work closely with the Front Desk Director and Assistant Director Front Office.
• Interact with guests warmly and with a great service attitude.
• Handle shifts at the Front Desk for arrivals and departures.
• Anticipate and assist guests to ensure the highest level of satisfaction.
• Maintain standards based on the Lowell SOPs and leading hotel standards.
• Follow procedures and training manuals with accuracy and attention to detail.
• Ensure guests are received promptly with courteous attention and personalized recognition.
• Lead by example and seek guest feedback to resolve concerns.
• Promote all hotel facilities including F&B outlets.
• Actively seek upselling opportunities to generate higher revenues for rooms.
• Check billing instructions and credit authorization, acting on any concerns.
• Coordinate guest requests with Housekeeping, F&B, Engineering, and other areas.
• Assist with Reservations and PBX as needed.
• Perform cashier duties and manage a bank.
• Oversee public areas to maintain them in immaculate condition.
• Update Guest Profile History with relevant information obtained from guests.
• Might be assigned to Guest Relations duties as part of career development.
• Follow accounting procedures and report concerns to the Front Desk Manager.
• Ensure adequate supplies are maintained for the department.
• Seek opportunities for development and participate in training provided.
• Promote a safe working environment by adhering to Health & Safety Standards.
• Involvement in sales and marketing projects, taking reservations and coding market segments.
• Execute 100% standard compliance with perfection, style, and finesse as expected for a leading hotel.
• Might be asked to work several Night Audit shifts as relief when applicable.

Requirements

• Bachelor's degree in Hospitality Management, Tourism, or Business required.
• 2 years of hotel experience required.
• Proficiency in Opera system.
• Strong customer service skills with a focus on upselling and sales ability.
• Ability to provide personalized service and maintain a warm, courteous demeanor.
• Strong attention to detail and ability to prioritize tasks effectively.
• Ability to work productively without supervision and under pressure.
• Problem-solving skills and ability to think creatively and innovatively.

Nice-to-haves

• Bilingual skills preferred.
• Experience in luxury hotel environments.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Professional development assistance
• Life insurance
• Retirement plan