New York - High Line, NYC Assistant Director of Front Office

      Do you have what it takes?

      We're looking for a motivated, organized and efficient leader to be our Assistant Director of Front Office

      Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability as well as assisting the Director of Front Office in any requested tasks.


      Duties & Responsibilities

      • Provides an issue free work environment through motivation, support, empowerment and development for all personnel.

      • Proactively strives to build positive working relationships through teamwork and clear communication.

      • Ensures that all decisions and resulting actions are aligned with The Standard, High Line’s policy of 100% guest satisfaction producing a high level of service.

      • Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience.

      • Approves and facilitates associates 90-day and annual performance reviews.

      • Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary.

      • Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary.

      • Solves, rectifies and mediates guest’s issues.

      • Corrects billing adjustments when necessary.

      • Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled.

      • Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up.

      • Implements and monitors the “up-sell” incentive program.

      • Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management.

      • Establishes supply par levels and ensures proper supply on hand at all times

      • Oversee productivity performance in all Front office areas, flexing labor when necessary

      • Approves Front Office schedules as prepared by Front Desk Managers

      • Approves hourly line staff 90 day and annual reviews

      • Prepares Desk Manager 90 day and annual reviews for Director of Front Office approval

      • Assists Front Desk Managers as necessary.

      • Monitors results of arrival and departure audits conducted by Front Desk Managers.

      • Plans and Conducts departmental training.

      • Reviews and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Desk Managers.

      • Ensures Succession planning for Front Desk Managers, Supervisors and GSA’s.

      • Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP’s.

      • Ensures Groups are checked out, balances are paid and guest ledger is current for the day

      • Reviews guests’ feedback from all sources and implements plans for improvement.

      • Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.

      • Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms.

      • Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.

      • Prepares and follows up on incidents and accident reports.

      • Reviews no-shows and recommends action to be taken to the Director of Front Office.

      • Communicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolved.

      • Reviews all group arrivals to ensure billing and room type information are correct.

      • Participates in interview process for front office positions as needed.

      • Reviews schedules and maintains productivity in line with budget.

      • Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out.

      • Facilitates the training and development of all associates.

      • Assists Director of Front Office with any requested tasks.

      • Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.

      • Performs daily Guest Service Agent duties during peak periods or as needed.

      • Performs miscellaneous duties as required.


      Technical Skill Requirements:

      • Ability to multi-task, prioritize and work in a fast paced environment.

      • Ability to create, implement and analyze manual and automated reports

      • Knowledgeable of all market segments, management strategies and techniques.

      • Operational knowledge of reservations and national sales process.

      • Knowledgeable of all corporate department functions.

      • Ability to develop and deliver effective training.

      • Comprehensive knowledge of personal computers and various property specific applications




      • ·        Education: Bachelor’s degree in hotel Management/Business Administration, plus five years Front office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.


       This job requires ability to perform the following:

      • Frequently standing up behind the desk and front office areas

      • Carrying or lifting items weighing up to 50 pounds

      • Handling various objects

      • Use a keyboard to operate various property management and reservations systems, etc.



      • Communication skills are utilized a significant amount of time when interacting with guests and employees.

      • May be required to work nights, weekends, and/or holidays.

      • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.

      • Ability to travel to attend workshops, specialized training and/or certifications

      Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department.

      Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law.


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