Assistant Front Office Manager

Full-Time Flexible

Position: Assistant Front Office Manager

Job Summary

Working in conjunction with the Front Office manager to ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Candidate Profile

Experience

Minimum of 1-year Front Desk experience in a supervisory role.

High School Diploma or equivalent required, associate degree or higher degree preferred.

Job Essentials

Other

Proficient with TMS/SAP system. Computer literacy and financial management a must.

Advanced knowledge of brand’s reward program.

Able to handle cash and credit transactions.

Able to effectively deal with internal and external customers, some of whom will require high level of patience,

tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.

General knowledge of local area attractions and transportation.

Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency 

situations and/or heavy hotel activity, serving as a role model for clerks and other associates.

Working knowledge of federal, state, and local laws governing equal employment opportunity and 

civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited 

to the following statues and their comparable state and local laws.

Able to establish and maintain effective working relationships with associates and customers.

Act as Manager on Duty per schedule.

Able to make sound business decisions and take action quickly based on previous experience and good judgment.

Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and 

labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance

programs, hospitality law, and long-range planning.

Command of the English language both written and verbal.

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand 

standards are being applied.

Implement NH collection Hotels & Resorts programs.

Prepare forecasts and reports and assist in the development of the room’s budget.

Monitor and maintain the front office systems and equipment to ensure their optimum performance.

Track guest satisfaction surveys and maximize usage of the guest response tracking system.

Assist the FOM with Interviewing, hiring, training, developing, resolving problems, provide open communication

and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of TFY.

Ensure all Front Office Quality Standards are complied with and are consistently applied.

Coordinate training in order to facilitate increased levels of communication and guest satisfaction.

Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, 

operational issues, business flow and associate performance to ensure high levels of customer satisfaction

and quality.

Develop strong relations with the sales team to discuss and implement sales strategies to continually 

improve occupancy levels and revenues.

Regular attendance in conformance with the standards is essential to the successful performance of this position.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

Physical Demands

Some lifting may be required. This position may require 75%+ or more of time on their feet.

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

***NH Collection New York Madison Avenue is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected.