Assistant Front Office Manager/Overnight Relief
On-siteNew York City, New York, United States or New York, United States
Job Summary
Support the Front Office Manager with day-to-day operations by serving as Manager on Duty for assigned shifts, including evenings, weekends, holidays, and overnight coverage. Oversee arrivals, departures, room assignments, billing, and service recovery while ensuring compliance with Hyatt, HHM Hotels, and The Manner standards. Deliver personalized luxury service by reviewing guest profiles in OPERA Cloud and Revinate, coordinating VIP pre-arrival planning, and personally resolving guest concerns. Supervise Front Office associates through shift briefings, coaching, and recruitment support, while maintaining staffing coverage and adhering to safety protocols. Complete daily audits, reports, and reconciliation projects accurately. Maintain open availability for days, evenings, and two overnight shifts weekly to provide flexible leadership coverage during management vacations, leaves of absence, and staffing shortages.
Required Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or a related field
- Minimum of two years of Front Office or Guest Services supervisory experience in a luxury or upscale hotel
- Previous experience leading teams in a fast-paced hotel environment
- Experience with OPERA Cloud
- Flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays
- Ability to stand and walk for extended periods
- Ability to lift up to 25 pounds when operationally necessary
- Maintain professional appearance and grooming standards
- Maintain confidentiality and professionalism at all times
- FLSD Certification required within 90 days of hire
- Maintain open availability to meet the operational needs of the hotel
- Be available to work days, evenings, overnights, weekends, and holidays
- Be scheduled to work a minimum of two (2) overnight shifts per week
- Provide management coverage during vacations, leaves of absence, call-outs, staffing shortages, and other business needs
- Be available to adjust schedules with reasonable notice to support the hotel's operational priorities
- Serve as Manager on Duty (MOD) when assigned and respond to operational issues requiring management presence
- Demonstrate flexibility by working varied schedules during peak occupancy periods, special events, and emergency situations
Desired Qualifications
- Bachelor's degree preferred in Hospitality Management, Business Administration, or a related field
- Revinate experience preferred
- Hyatt experience is highly preferred
- Strong luxury hospitality mindset with exceptional guest service skills
- Excellent leadership and team development abilities
- Strong conflict resolution and service recovery skills
- Excellent verbal and written communication skills
- Ability to multitask while maintaining attention to detail
- Strong organizational and problem-solving skills
- Proficient with Microsoft Office and hotel management systems
- Ability to analyze reports and operational data to support business decisions
- Basic understanding of budgeting, labor management, and financial reporting
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