Assistant Director, Front Office

Company Background

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit, and a true creative attitude. It is a destination layered with events and amusements that leave you with an uplifted feeling.

The Standard's irreverent and playful sensibility, combined with careful consideration of design, detail, and service, has established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, pioneering design, and unrelenting un-Standard-ness.

Mission Statement

To create the experience by embracing and empowering a diverse collective of team members, collaborators, and guests who choose to call The Standard home.

Our Purpose

The Standard’s commitment is to anchor each neighborhood we reside in and a platform for culture and creativity—bringing people together in its spaces to interact with each other in genuine ways.

We promise to ensure that a stay is an experience and that memory means making friends and having stories to tell. To understand why it exists, you must understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it.

We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never leave the property. We are unapologetically comfortable with disrupting expectations. It’s WHO WE ARE!


Job Title: Assistant Director, Front Office

Department: Rooms

Location: Front Office

Reporting to: Director of Front Office/Director of Rooms

Responsible for: Front office staff


Job Purpose: I manage all aspects of the front office areas, which may include, but are not limited to, guest registration, bell services, business center, telephone services, concierge services, and guest reservations, to ensure guest satisfaction and maximize hotel profitability. Also, assist the Director of the Front Office with any requested tasks.

Main Duties & Responsibilities 

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

·         •Proactively builds 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 and integrating our brand 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 records daily, 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 the department in line with the checkbook/budget; any variance from the 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 approves coaching/counseling (Disciplinary Action Forms) prepared by Front Desk Managers.

·          Ensures succession planning for front desk managers, supervisors, and GSAs.

·         Ensures the front desk manager has reviewed daily information with all associates, including VIPs, prior to the start of their shift.

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

·         Review guests’ feedback from all sources and implement plans for improvement.

·         Resolves/covers any staff shortages on shift and proactively resolves any future staffing issues.

·         Establishes and Maintains Front Office inventory controls related 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 the Director of Front Office.

·         Attends Daily Management Action Meetings without the Director of the Front Office.

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

·         Review all group arrivals to ensure billing and room type information are correct.

·         Participates in the interview process for front office positions as needed.

·         Review schedules and maintain 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 the Director of the 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.


·         Excellent interpersonal skills.

·         Basic mathematical skills.

·         Ability to work flexible hours.

·         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


Physical Requirements

·         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 reservation systems.

·         Must be able to seize, grasp, turn, and hold objects with hands


 Compensation and Benefits

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