Hotel Assistant Front Office Manager - Elysee New York

Description

ABOUT ELYSÉE NEW YORK

Elysée New York is entering a new chapter as an intimate luxury boutique hotel in the heart of Midtown Manhattan. The hotel blends the elegance of a historic New York residence with the warmth and cultural spirit of a European luxury hotel, delivering a guest experience built on genuine hospitality, considered detail, and quiet discretion. Elysée New York by Wunderkind Hotels is managed by Crescent Hotels & Resorts, one of North America's leading hospitality management companies.

POSITION OVERVIEW

Elysée New York is seeking an experienced, service-driven Assistant Front Office Manager to help lead the guest journey from arrival through departure across Front Desk, Bell Services, PBX, and overnight operations, partnering closely with Guest Services to ensure a seamless experience. Reporting to the Front Office Manager and Director of Operations, this individual helps lead the team from the floor, ensuring every guest interaction reflects Elysée New York's luxury standards. The Front Office operates to Leading Quality Assurance and Forbes 5-Star standards, and the Assistant Front Office Manager helps translate those standards into daily service behavior, team coaching, and consistent execution. This position maintains a flexible schedule.

ESSENTIAL JOB FUNCTIONS

GUEST EXPERIENCE AND FRONT OFFICE LEADERSHIP

• Serve as a visible leader and gracious host across Front Desk, Bell Services, and PBX, with a strong presence in the lobby and guest-facing areas during peak arrival and departure periods.

• Serves as the example of a hospitable host for Front Office teams, and ensure they are the first to engage with guests.

• Support the Front Office Manager and Director of Operations in ensuring every guest interaction reflects Elysée New York's luxury standards and Leading Quality Assurance expectations, championing recognition, personalization, and anticipatory hospitality throughout the guest journey.

• Play a key role in guest arrival and departure as main host and Front Office contact.

• Serves as the example of a hospitable host for Front Office teams, and ensure they are the first to engage with guests.

• Ensure every guest interaction reflects Elysée New York's luxury standards and Leading Quality Assurance expectations, championing recognition, personalization, and anticipatory hospitality throughout the guest journey.

• Review arrivals, departures, VIP activity, and guest preferences daily to ensure seamless service execution.

• Anticipate guest needs, recognize returning guests, and take ownership of service recovery, resolving concerns with discretion, sound judgment, and genuine care.

• Maintain standards of cleanliness and ambiance with lighting, atmosphere, music, and temperature throughout the lobby.

• Develop a team of Front Desk Agents and Bell Attendants who introduce guests to the house through genuine hospitality and story, and collaborate across Guest Services, Housekeeping, Engineering, Food & Beverage, Reservations, Sales, and Security for a cohesive guest journey.

LEADERSHIP AND TEAM DEVELOPMENT

• Supervise, coach, and support Front Desk Agents, Bell Attendants, and PBX Operators on shift, reinforcing the service standards set by the Front Office Manager.

• Lead shift briefings on occupancy, VIP and returning guests, preferences, and service priorities, including in the Front Office Manager's absence.

• Assist in the training and onboarding of new Front Office team members.

• Foster a culture of accountability, collaboration, professionalism, and genuine hospitality.

• Ensure the team knows the history, character, and house vocabulary of Elysée New York, and understands when and how to share them with guests.

OPERATIONAL AND BUSINESS MANAGEMENT

• Support the Front Office Manager with scheduling, labor management, and day-to-day departmental operations.

• Monitor daily arrivals, departures, occupancy, and guest satisfaction feedback, and flag opportunities to elevate service to the Front Office Manager.

• Act as Manager on Duty when scheduled, supporting hotel operations during high-demand periods and in the Front Office Manager's absence.

• Maintain a flexible schedule across shifts, weekends, and holidays to help ensure consistent Front Office leadership coverage.

QUALITY ASSURANCE AND BRAND STEWARDSHIP

• Serve as Assistant Training Champion for Leading Quality Assurance assessments, audits, and quality reviews, translating Leading Quality Assurance and Forbes criteria into practical service behaviors, training materials, and daily briefings.

• Conduct daily service audits, departmental inspections, and daily operational audits, and lead corrective action when standards are not met, building a level of consistency guests can trust.

• Maintain accurate training and quality-assurance documentation with daily service audits.

REQUIRED QUALIFICATIONS AND SKILLS

• Strong leadership presence and a genuine passion for luxury hospitality, with the ability to lead confidently from the lobby with strong emotional intelligence, discretion, and judgment.

• Thorough knowledge of front office operations, including reservations, guest services, and overnight procedures, with a strong understanding of luxury arrival and departure experiences as well as Opera Cloud

• Demonstrated experience operating within a Leading Quality Assurance, Forbes Travel Guide, or comparable luxury hospitality environment.

• Strong problem-solving and service recovery abilities, with sound judgement on when to escalate to the Front Office Manager or Director of Operations.

• Bachelor's degree in hospitality management, Business Administration, or a related field, or an equivalent combination of education and professional experience.

• Minimum five years of progressive Front Office experience within an ultra-luxury hotel environment.

• Minimum 1 year of supervisory experience leading Front Office operations.

• Demonstrated success in developing high-performing teams and improving guest satisfaction results.

• Experience coordinating VIP, celebrity, high-net-worth, and international traveler experiences with discretion.

• Ability and willingness to work flexible schedules, including days, nights, weekends and holidays.

• Experience within the New York City luxury hospitality market.

• Previous experience in a luxury boutique or independent luxury property.

• Experience in opening, reopening, or repositioning a luxury hotel.

• Experience training teams for Leading Quality Assurance or Forbes Travel Guide evaluations.

• Previous experience with a Leading Hotels of the World member property is a plus.

• Multilingual capabilities are a plus, though not required.

COMPENSATION AND BENEFITS

• Competitive salary, benefits package, 401(k) eligibility, professional development opportunities, and hotel travel benefits available through eligible programs.

WHY JOIN ELYSÉE NEW YORK

Joining Elysée New York is an opportunity to help shape the re-emergence of a legendary New York hotel and to build a new standard of intimate, personalized luxury hospitality. The Assistant Front Office Manager will help define the guest journey's identity and service culture from its earliest days, work that is considered, genuine, and built to last, on a platform toward future hotel leadership growth opportunities. We invite candidates who believe that luxury is defined not by formality alone, but by generosity, discretion, and the ability to make every guest feel genuinely seen, to join us and help build a place where every guest, and every team member, belongs.

EQUAL OPPORTUNITY STATEMENT

Elysée New York, managed by Crescent Hotels & Resorts, is an Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the applicable Know Your Rights notice from the United States Department of Labor.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.