Assistant Hospitality Manager

About the OpportunityOur 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.Fluent in English with strong verbal and written communication skills.Experience with team scheduling, training, performance management, and employee coaching strongly preferred.