Assistant Director of Front Office

Position Description

ASSISTANT DIRECTOR OF FRONT OFFICE

The Fifth Avenue Hotel – New York, NY

The Fifth Avenue Hotel, an award-winning luxury destination, is seeking an Assistant Director of Front Office to join our team. Nestled in the heart of Manhattan, our hotel is a vibrant oasis featuring 149 beautifully appointed guest rooms, where personal service, extraordinary design, distinctive cuisine, compelling art, and immersive cultural experiences come together to create something truly exceptional.At The Fifth, every detail is intentional. We invite our guests to experience the hotel as a flâneur—where curiosity is sparked, stories unfold, and no two stays are ever the same.

POSITION OVERVIEW

As the Assistant Director of Front Office, you will work alongside the Director of Front Office to provide operational leadership, daily supervisory oversight, and hands-on direction to ensure the highest standards of presentation and service throughout the front office. Managing daily hotel operations in accordance with established guest service and sustainability standards, this role plays a key part in shaping the overall guest journey through thoughtful execution and a commitment to quality.This role requires an engaging leader with exceptional attention to detail, refined interpersonal skills, and a genuine passion for maintaining the "flâneur" spirit through impeccable service delivery and memorable first impressions.

KEY RESPONSIBILITIES

Operational & Service Excellence

• Assist in directing and overseeing all front office functions to maintain a luxury, five-star (and beyond) standard of hospitality.
• Maintain a pristine, well-organized, and impeccable environment throughout the front office and property.
• Ensure front office systems and equipment are properly maintained for optimum performance.
• Review daily guest correspondence and incident logs to provide clear direction to team members based on information obtained.
• Monitor occupancy of guest room space to assist with efficient room allocations and minimize overbooking.

The Flâneur Experience

• Shape the overall guest journey by ensuring first and last impressions reflect the hotel’s unique identity.
• Execute specific, measurable, and timely action plans to remedy any guest service deficiencies and enhance the guest journey.
• Ensure every front office detail is intentional to spark curiosity and delight for our guests.

Personalized Service Support

• Support the delivery of personalized, bespoke experiences through intense attention to detail and service readiness.
• Anticipate guest needs and resolve complaints directly by actively monitoring operational issues and daily business flow.
• Identify and anticipate the needs of VIP and returning guests, coordinating personalized "surprise and delight" moments.
• Track guest satisfaction scores and brand standards to continuously drive departmental and overall guest satisfaction.

Leadership & Collaboration

• Help recruit, train, mentor, and develop a high-performing team of front office supervisors and associates.
• Foster a culture of professional warmth, excellence, and collaboration consistent with core values.
• Partner closely with internal departments, including Sales, Housekeeping, Engineering, and Food & Beverage, to facilitate seamless daily service delivery.
• Assist in monitoring vendor relationships and service agreements across the front office.

Financial & Administrative Stewardship

• Assist in managing departmental resources, labor costs, and inventory controls effectively while maintaining uncompromised luxury standards.
• Support the development and daily monitoring of departmental budgets, forecasts, and schedules.
• Oversee daily property accounting functions, including shift audits, house bank audits, and front office billing accuracy.
• Ensure all internal audit standards and accounting controls are strictly met.

SAFETY & COMPLIANCE

• Uphold rigorous safety, cleanliness, security, and operational protocols for guests and staff within all front office operations.
• Support the hotel’s safety guidelines and strictly adhere to OSHA and MSDS standards.
• Follow established sustainability guidelines and practices.

QUALIFICATIONS

• Previous supervisory or managerial experience in a luxury, five-star, or high-end hospitality environment is required.
• Associate or Bachelor’s degree in Hospitality Management or equivalent experience preferred.
• Solid working knowledge of overall hotel operations and front office management systems.
• Strong organizational, communication, and refined interpersonal abilities with high attention to detail.
• Proven ability to manage multiple priorities, multitask, and thrive in a fast-paced, high-pressure setting.

WORK ENVIRONMENT

• Flexible schedule required, including weekends, holidays, and alternate shifts as needed to support 24/7 operations.
• Physically active role requiring regular movement throughout the property, including standing for extended periods, walking to inspect areas, and the ability to lift up to 25 pounds.

WHY JOIN US?

The Fifth Avenue Hotel is more than a workplace—it’s a destination where creativity, culture, and hospitality meet. As part of our award-winning team, you will play a vital role in shaping the canvas of unforgettable guest journeys in one of New York City’s most distinctive luxury hotels. Candidates who value excellence, discretion, and professionalism are encouraged to apply to this refined, service-driven setting.

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