Assistant Director of Front Office

About the role

The Loews Regency New York Hotel, a luxury Park Avenue hotel on the Upper East Side, is looking for an Assistant Director of Front Office. The role oversees daily front desk operations, supports the front desk agents and ensures a four-diamond guest experience.

Key responsibilities

• Oversee daily agent activities at the Front Desk and ensure adherence to company standards
• Handle guest requests and resolve complaints, ensuring prompt, accurate and courteous handling
• Provide constant feedback and training to Front Desk Agents
• Control inventory levels and work closely with the purchasing department
• Coordinate the quality, efficiency and safety of the Front Office department and the flow of arriving and departing guests
• Review occupancy patterns, Guest Services logs and computer reports to ensure proper department coverage
• Maintain open communication with other departments and attend all required meetings
• Supervise team members, conduct regular meetings and training, and review daily payroll records to keep labor costs within budget
• Distribute daily and group reports to the appropriate parties
• Maintain the back office area, stock supplies and follow emergency procedures

Required profile

• Bachelor's degree in Hospitality Management or a related field, or exceptionally strong technical and service skills
• At least two years' experience as a Front Desk Agent at a comparable property
• Able to work a flexible schedule, including weekends and holidays

Required skills

• Excellent oral and written communication skills
• Excellent guest service skills
• Knowledge of the computer programs used in property management

What we offer

• Health and wellness benefits, 401(k) with company match
• Paid sick days, vacation, holidays, bereavement leave and personal days
• Tuition reimbursement and pet insurance
• Training and development opportunities, career growth
• Complimentary meals in the Team Member Café and team member hotel rates