Assistant General Manager at the Crosby Street Hotel
About The Position
Reporting directly to the General Manager of Crosby Street Hotel, the Assistant General Manager (AGM) is a senior operational leader responsible for delivering highly personalized, memorable guest experiences. The AGM sets the tone through visible leadership and meaningful guest interaction while collaborating closely with all hotel departments to uphold and advance Firmdale’s culture, service standards, and brand values. This role is instrumental in developing high-performing teams and ensuring consistently intuitive, faultless service throughout the hotel. About Crosby Street Hotel & Firmdale Hotels Crosby Street Hotel is part of Firmdale Hotels, an award-winning collection of luxury hotels founded by Tim and Kit Kemp. Located in the heart of SoHo, the hotel is known for its distinctive design, warm service, and strong sense of place. Firmdale Hotels fosters a culture centered on people, individuality, and excellence in hospitality.
Requirements
- Minimum of five years of Front of House management experience in a four- or five-star hotel.
- Proven success delivering outstanding guest experiences.
- Experience leading teams to deliver exceptional service.
- Proficiency with hotel systems and reservations platforms.
- Familiarity with Forbes Travel Guide and/or Michelin Key standards.
- Bachelor’s degree in Hospitality, Business, or related field (or equivalent experience).
- Passion for hospitality and guest relationships.
- Excellent verbal and written communication skills.
- Strong interpersonal and organizational skills.
- Ability to multitask, problem-solve, and prioritize.
- Proficiency with hotel operational technology.
- Ability to work on feet for extended periods.
- Ability to work evenings, weekends, and holidays.
- Ability to use computers and communicate effectively.
Nice To Haves
- NYC Fire Safety Director Certification preferred.
Responsibilities
- Champion, initiate, and continuously enhance guest satisfaction and engagement initiatives.
- Personally meet, welcome, and build strong rapport with returning, VIP, and high-profile guests.
- Coordinate closely with all departments to ensure guest preferences, requests, and service recovery are delivered seamlessly.
- Proactively and diplomatically manage challenging guest or employee situations.
- Assist the General Manager in leading, training, and developing a high-performing hotel management team.
- Support management of hotel operating expenses and budgets.
- Participate in recruitment, interviewing, and onboarding.
- Serve as Manager on Duty as required.
- Maintain knowledge of daily hotel operations, occupancy, events, and projects.
- Ensure compliance with all federal, state, and NYC regulations.
Benefits
- Medical, Dental, and Vision benefits
- Commuter Transit Benefits
- Paid Sick and Safe Leave, 9 Paid Holidays per year, and generous vacation allowance
- Free employee meals while on shift
- Uniform Dry Cleaning Services
- Staff Appreciation Events, Parties, and Rewards
- Qualified Education Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
