Hotel Assistant Front Office Manager - Elysee New York

Horseshoe Bay Resort•New York, NY

8h•$75,000 - $80,000•Onsite

About The Position

Elysée New York is seeking an experienced, service-driven Assistant Front Office Manager to help lead the guest journey from arrival through departure across Front Desk, Bell Services, PBX, and overnight operations, partnering closely with Guest Services to ensure a seamless experience. Reporting to the Front Office Manager, this individual helps lead the team from the floor, ensuring every guest interaction reflects Elysée New York's luxury standards. The Front Office operates to Leading Quality Assurance standards, and the Assistant Front Office Manager helps translate those standards into daily service behavior, team coaching, and consistent execution. This position maintains a flexible schedule across shifts, weekends, and holidays to help ensure Front Office leadership coverage throughout the day.

Requirements

Strong service presence and a genuine passion for luxury hospitality, with the ability to lead confidently from the lobby with strong emotional intelligence, discretion, and judgment.
Working knowledge of front office operations, including reservations, PBX, and overnight procedures, with a strong understanding of luxury arrival and departure experiences.
Working knowledge of Leading Quality Assurance and/or Forbes standards, with the ability to reinforce luxury criteria in daily service and coaching.
Strong problem-solving and service-recovery abilities, with sound judgment on when to escalate to the Front Office Manager.
Bachelor's degree in Hospitality Management, Business Administration, or a related field, or an equivalent combination of education and professional experience.
Minimum two to three years of progressive Front Office experience within an ultra-luxury hotel environment.
Minimum one year of supervisory experience within Front Office operations.
Exposure to or demonstrated experience within a Leading Quality Assurance, Forbes Travel Guide, or comparable luxury hospitality environment.
Experience supporting VIP, celebrity, high-net-worth, and international traveler experiences with discretion.
Ability and willingness to work a flexible schedule across shifts, including weekends and holidays.
Experience within the New York City luxury hospitality market.
Previous experience with a luxury boutique or independent luxury property.
Experience opening, reopening, or repositioning a luxury hotel.
Previous experience with a Leading Hotels of the World member property.

Nice To Haves

Multilingual capabilities are a plus, though not required.

Responsibilities

Serve as a visible leader and gracious host across Front Desk, Bell Services, and PBX, with a strong presence in the lobby and guest-facing areas during peak arrival and departure periods.
Support the Front Office Manager in ensuring every guest interaction reflects Elysée New York's luxury standards and Leading Quality Assurance expectations, championing recognition, personalization, and anticipatory hospitality throughout the guest journey.
Review arrivals, departures, VIP activity, and guest preferences each shift to ensure seamless service execution.
Anticipate guest needs, recognize returning guests, and take ownership of service recovery in the moment, resolving concerns with discretion, sound judgment, and genuine care, escalating to the Front Office Manager when needed.
Maintain standards of cleanliness and presentation across the lobby and Front Office areas, and ensure adherence to brand and operational procedures.
Collaborate across Guest Services, Housekeeping, Engineering, Food & Beverage, Reservations, Sales, and Security for a cohesive guest journey.
Supervise, coach, and support Front Desk Agents, Bell Attendants, and PBX Operators on shift, reinforcing the service standards set by the Front Office Manager.
Lead shift briefings on occupancy, VIP and returning guests, preferences, and service priorities, including in the Front Office Manager's absence.
Assist in the training and onboarding of new Front Office team members.
Foster a culture of accountability, collaboration, professionalism, and genuine hospitality.
Ensure the team knows the history, character, and house vocabulary of Elysée New York, and understands when and how to share them with guests.
Support the Front Office Manager with scheduling, labor management, and day-to-day departmental operations.
Monitor daily arrivals, departures, occupancy, and guest satisfaction feedback, and flag opportunities to elevate service to the Front Office Manager.
Act as Manager on Duty when scheduled, supporting hotel operations during high-demand periods and in the Front Office Manager's absence.
Maintain a flexible schedule across shifts, weekends, and holidays to help ensure consistent Front Office leadership coverage.
Support Front Office preparation for Leading Quality Assurance assessments, audits, and quality reviews, reinforcing Leading Quality Assurance and Forbes criteria in daily service behavior.
Conduct routine service observations and departmental inspections, and reinforce corrective action when standards are not met, building a level of consistency guests can trust.
Maintain accurate training and quality-assurance documentation as directed by the Front Office Manager.