Assistant Hospitality Manager

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.