Assistant Director of Front Office

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline.  The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings. 

The Assistant Director of Front Office is an essential leadership role supporting the daily operations, strategic management, and financial performance of the guest arrival and departure experience. Reporting to the Director of Front Office, this individual assists in overseeing Front Office Managers, Guest Service Attendants, and Front Desk Hosts to maintain the highest standards of guest satisfaction, operational efficiency, and team development. You will co-lead a high-performing team while championing a culture of excellence, continuous improvement, and compassionate leadership.

Key Responsibilities:

• Operational Leadership & Oversight:
  • Partner with the Director of Front Office to direct and manage all Front Office operations, including the Front Desk, Guest Services, and related touchpoints.  
  • Assist in developing and implementing operational policies and service standards to ensure consistent, premium execution.
  • Monitor daily operations to ensure strict compliance with brand standards, safety regulations, and legal requirements.  
  • Identify operational bottlenecks and implement solutions to optimize efficiency and enhance the overall rooms division experience.

• Guest Experience & Service Excellence:
  • Champion a guest-centric culture, empowering staff to anticipate and exceed guest expectations. 
  • Monitor guest feedback through platforms like Medallia, TripAdvisor, and direct interactions, implementing corrective actions to address service deficiencies. 
  • Handle escalated guest complaints and resolve issues effectively, courteously, and professionally.  

• Financial Management & Budgeting:
  • Collaborate with the Director of Front Office and Director of Operations to develop and manage departmental budgets, forecasting revenue and expenses.
  • Monitor financial performance, identify variances, and execute cost-control measures regarding labor and operating supplies.
  • Analyze operational data and drive revenue generation initiatives, such as room upgrade and upsell programs.
  • Maintain personnel records and ensure timecard accuracy using Paycom.

• Team Leadership & Development:
  • Assist in recruiting, training, and mentoring a strong team of Managers, Attendants, and Hosts.
  • Conduct regular performance reviews using compassionate candor to provide constructive feedback and identify career growth opportunities.
  • Foster a positive, collaborative work environment that encourages teamwork and professional development.
  • Ensure internal communications and operational emails are concise, fact-driven, and actionable.

• Quality & Safety Assurance:

• Ensure adherence to all health, safety, and sanitation standards within the Front Office areas.
• Coordinate with Housekeeping and Engineering via HotSOS to ensure guest room functionality and public area cleanliness.
• Partner with Security to document incidents accurately in MS-Shift.

Minimum of 3–5 years of progressive leadership experience in hotel operations, with at least 2 years in a management or supervisory role focused on Front Office operations within a full-service or luxury environment. Proven experience in a high-volume, fast-paced urban market, preferably New York City. Exceptional coaching and team-building skills with a "lead by example" philosophy. Proficiency in hotel management software (PMS/Opera Cloud) and Microsoft Office Suite. Familiarity with Paycom, HotSOS, and MS-Shift is preferred. High degree of integrity, professionalism, and a passion for delivering exceptional guest experiences. Ability to work flexible hours, including evenings, weekends, and holidays as business demands.

Skills:

• Exceptional leadership, coaching, and team-building skills.
• Strong financial acumen with proven ability to manage budgets and drive profitability.
• Excellent communication (written and verbal), interpersonal, and presentation skills.
• Superior problem-solving and decision-making abilities with a focus on results.
• Proficiency in hotel management software (PMS/Opera Cloud) and Microsoft Office Suite.
• Deep understanding of hotel rooms operations, guest service principles, and industry best practices.
• Demonstrated ability to consistently achieve and improve guest satisfaction scores (e.g., Medallia, TripAdvisor, NPS), cleanliness scores, and working order scores.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Highly organized with strong attention to detail.
• Proactive, resourceful, and able to work independently and as part of a team.
• High degree of integrity and professionalism.
• Passion for hospitality and delivering exceptional guest experiences.
• Ability to thrive under pressure in a dynamic environment.

EHS is dedicated to delivering exceptional hospitality through operational excellence and innovative strategies. This role provides an opportunity to lead a high-profile property and contribute to the success of a flagship operation in one of the world’s most dynamic environments.

Additional Considerations:

• Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks.