About the Opportunity
Our client, one of New York City's premier global law firms, is seeking an experienced and service-driven Hospitality Assistant Manager to help lead the day-to-day operations of its Workplace Experience team.
This is an exciting opportunity to join a new workplace environment and play a key role in establishing a culture of exceptional hospitality and service from day one. The Hospitality Assistant Manager will oversee front-of-house operations, lead and develop a team of hospitality professionals, and serve as a key point of contact for guests, employees, clients, and internal partners.
The ideal candidate is a hands-on hospitality leader who understands what it takes to deliver exceptional guest experiences while holding a team accountable to consistently high service standards.
What You'll Do:
- Oversee the day-to-day operations of the front desk and workplace hospitality areas, ensuring a welcoming, polished, and efficient experience for all guests and employees.
- Lead, support, and motivate a team of Workplace Experience Concierges and hospitality professionals, fostering a service-oriented and collaborative team environment.
- Ensure team members consistently deliver exceptional guest service and maintain the highest standards of professionalism, communication, and presentation.
- Provide ongoing coaching, training, and feedback to team members to strengthen service skills, improve performance, and support professional development.
- Assist with hiring, onboarding, scheduling, training, and performance management of hospitality team members.
- Hold team members accountable for established service standards, policies, procedures, and performance expectations.
- Partner with Human Resources and management when employee coaching, performance documentation, or other personnel matters require additional support.
- Serve as a resource for the team when handling complex guest requests, service concerns, or escalated issues.
- Ensure guest inquiries, concerns, and complaints are addressed promptly, professionally, and with appropriate follow-up.
- Successfully resolve, document, and track guest issues while identifying opportunities to improve the overall guest experience.
- Monitor guest feedback and comment card programs, reviewing trends and identifying opportunities for improvement.
- Work closely with the Hospitality Manager, Catering General Manager, client representatives, LifeWorks team, Facilities, Security, and other departments to ensure group and workplace needs are met.
- Assist with the implementation and enforcement of hospitality policies, procedures, and service standards.
- Monitor team performance and operational activity, using available data and feedback to identify trends, address challenges, and improve service delivery.
- Assist with hospitality-related projects, programs, initiatives, and special events focused on customer service and workplace experience.
- Communicate important operational updates, expectations, and service information clearly to the hospitality team and management.
- Lead by example by remaining visible and engaged with the team and actively participating in front-of-house operations when needed.
- Maintain a thorough understanding of company policies and procedures related to safety, security, emergencies, and energy conservation.
- Perform other duties and responsibilities as assigned.
What Makes You Successful:
We're looking for a hospitality leader who genuinely enjoys developing people and creating exceptional experiences. The ideal candidate is polished, approachable, highly organized, and comfortable balancing team leadership with hands-on operations.
- Experience leading a hospitality, guest services, concierge, reception, hotel, restaurant, or workplace experience team .
- Strong understanding of exceptional guest service and service standards .
- Proven ability to coach, motivate, and develop team members .
- Comfortable providing constructive feedback and holding employees accountable to established expectations.
- Strong conflict resolution and problem-solving skills , with the ability to remain calm and professional during challenging situations.
- Excellent verbal and written communication skills with the ability to communicate effectively with guests, employees, clients, vendors, and leadership.
- Highly organized with the ability to manage multiple priorities in a fast-paced environment.
- Professional presence and a genuine passion for hospitality, customer service, and employee development .
- Comfortable working collaboratively with multiple departments and serving as a liaison between the hospitality team, client, and internal partners.
- Proactive and solutions-oriented, with the ability to identify opportunities for improving the guest and employee experience.
Preferred Qualifications:
- Previous experience in hospitality management, guest services management, hotel management, restaurant management, concierge services, reception leadership, or workplace experience .
- Experience working in a high-profile, luxury, corporate, hospitality, or client-facing environment preferred.
- High school diploma or equivalent required.
- Computer literacy required.
- Proficiency with Microsoft Office and Microsoft business applications .
- Proficiency with conference center/services software and technologies.
- Fluent in English with strong verbal and written communication skills.
- Experience with team scheduling, training, performance management, and employee coaching strongly preferred.