Assistant Director of Front Office

Our Company

Equinox Hotels + Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox. With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.

We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community. Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience. From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.

Our philosophy of "All. And Nothing." balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.


Job Overview:

Reporting to the Director of Front Office, the Assistant Director of Front Office is responsible for supporting the leadership, direction, and day-to-day operations of:

Front Desk
Guest Services (Bell, Door, Driveway)
Concierge
In the absence of the Director, this role serves as acting head of the department. Key areas of focus include:

Leading, training, and coaching staff.
Ensuring exceptional guest experiences and brand/Forbes service standards.
Managing financial controls and compliance.
Serving as Manager on Duty when required.
Key Responsibilities:

Leadership & Team Management

Direct and oversee the activities of all Front Office staff, including Managers on Duty, Overnight Managers and the Bell/Door team.
Conduct performance evaluations, provide feedback, and implement corrective actions as necessary.
Develop schedules to ensure optimal staffing and coverage.
Foster a positive, collaborative, and high-performing team culture.
Guest Experience Excellence

Coordinate guest arrivals, departures, and billing/credit requirements, with special attention to VIPs, returning guests, and groups.
Handle guest requests, concerns, and complaints promptly, ensuring timely and effective resolutions.
Partner with Bell and Concierge teams to ensure seamless service delivery.
Provide troubleshooting support for in-room services (internet, TV, entertainment).
Operational & Financial Oversight

Ensure compliance with all financial, credit, and cash-handling procedures.
Maintain brand and Forbes service standards across all Front Office functions.
Establish systems and processes to proactively manage guest relations.
Attend all required leadership meetings and provide operational updates to the Director of Front Office.
Safety & Security

Act promptly on all matters related to the safety, security, and well-being of guests and employees.
Respond swiftly and effectively to emergencies or safety-related incidents.
Additional Duties

Comply with all Work Rules, Safety Standards, and Standards of Conduct.
Perform other tasks as assigned by management.

Qualifications

Required:


Bachelor’s Degree or equivalent experience.
3–5 years in a similar leadership role within luxury NYC hotels.
NYC Union experience required.
Strong English communication skills (spoken and written).
Proven guest relations expertise.
Strong attention to detail, accuracy, and follow-through.
Ability to perform under pressure and adapt to changing priorities.
Proficient in hotel operating systems and general computer skills.
Flexible availability (AM, PM, Overnight, Weekends & Holidays).

Physical Requirements:

Stand for extended periods (up to 5 hours).
Push, pull, lift, or carry supplies and equipment.
Move throughout work areas frequently during shifts.
Observe surroundings to ensure safety and respond to emergencies.
Manage multiple demands in a fast-paced luxury environment.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

 
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