Asst. Director of Front Office

Description
Operations and Management

· Support the Director of the Front Office in all administrative tasks as assigned.

· Prepare for and participate in meetings, representing Front Office, in the absence of the Director.

· Assist in scheduling, payroll, and data entry tasks to ensure operational efficiency.

· Address guest concerns and complaints professionally, representing New York Athletic Club’s values and commitment to service.

· Assist in overseeing daily Front Office operations including guest services, room inventory, and policy adherence.

· Administer VIP processes, manage reservations, fulfill special requests, and oversee guest rate adjustments.

Team Development and Communication

· Assist in the recruiting and onboarding process for Bell, Coat Check, Concierge, PBX, and Front Office staff.

· Assist the Director in facilitating departmental training, ensure knowledge of Club offerings, and adhere to operational standards.

· Support team performance by providing supervision, professional development, and delivering recognition and reward.

· Promote teamwork through effective communication, regular meetings, and clear agenda-setting.

Guest Relations

· Maintain consistent guest satisfaction by addressing and resolving guest issues promptly.

· Manage guest interactions including greeting, check-ins, check-outs, and handling reservation requests.

· Collaborate with other departments (Housekeeping, Engineering, Banquets) to ensure seamless guest experience.

· Assess and respond to service trends, making improvements as necessary to enhance guest satisfaction.

Financial and Operational Excellence

· Assist in monitoring department productivity and budget, adjusting labor and expenses as necessary.

· Assist in monitoring revenue-generating initiatives such as up-sell programs to increase occupancy and revenue.

· Manage Front Office inventory, supplies, and equipment, ensuring efficiency and budget adherence.

Additional Responsibilities

· Oversee the Communications Center.

· Perform Guest Service Agent duties as needed.

· Provide support within the lobby area

o Monitoring staff to ensure adherence to policies and procedures

o Assist in managing lobby crowd flow as needed

o Support Security with elevator operations when required

This role requires adaptability, strategic thinking, and proactive problem-solving to uphold the New York Athletic Club's standards and deliver exceptional guest experience.