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About the Role

Viceroy Hotels & Residences is returning to New York City with the opening of Viceroy Park Avenue in December 2026. This luxury hotel in Manhattan's NoMad neighborhood seeks motivated professionals passionate about delivering exceptional guest experiences. Join a pre-opening team to establish the property's culture, service standards, and operational excellence.

Responsibilities

• Works closely with Sales and Reservations to fulfill special requests for groups and VIPs.
• Assists daily with guest reception.
• Responds to social media feedback and follows up with guests and internally.
• Communicates effectively with guests, team members, and other departments.
• Assists and leads guest service training initiatives within the front office department.
• Maintains a friendly and caring demeanor in a fast-paced environment.
• Maintains a professional image according to hotel and company guidelines.
• Demonstrates teamwork by cooperating with and assisting colleagues.
• Performs Front Desk Assistant duties, including registering guests, up-selling rooms, and preparing for group check-ins/check-outs and VIP arrivals.
• Maintains and updates guest profiles.
• Reviews daily and future reservations to accommodate special requests and communicates F&B requests.
• Trains new hires for the Front Desk.
• Interviews, hires, and trains guest services agents.
• Stays informed of events and functions in the hotel during shifts.
• Maintains a house bank and reports daily receipts and deposits.
• Understands basic financial data and information.
• Finds guest-centric solutions.
• Promotes hotel services, facilities, and outlets, and provides local information.
• Assists with reservations and PBX operations.
• Resolves guest complaints to customer satisfaction.
• Communicates problems, complaints, or unhappy guests to management.
• Anticipates guest needs and is proactive.
• Responds quickly to guest requests and follows up to ensure satisfaction.
• Maintains relationships with repeat guests and their special requests.
• Supervises shifts when needed.
• Works closely with Sales and their VIP clients.
• Reviews the communication log book each shift and updates it for the next shift.
• Communicates hotel policies and procedures to team members.
• Assists in all emergency procedures.
• Attends all mandatory meetings and training classes.
• Knows the names, titles, and positions of key hotel personnel.
• Has knowledge of the hotel's surrounding area, including local attractions and transportation.
• Completes assigned checklists.

Requirements

• A 4-year college degree and at least 1 year of related experience required.
• Supervisory experience required.
• Proficient in Windows, company-approved spreadsheets, and word processing.
• Ability to stand during the entire shift.
• Must be able to effectively communicate verbally and in writing with all levels of employees and guests.
• Must be effective at listening, understanding, and clarifying concerns.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Viceroy Hotel Group Standards.
• Maintain high standards of personal appearance and grooming.
• Comply with Viceroy Hotel Group Standards and regulations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems.
• Must be able to understand and evaluate complex information and data.

Skills

• OPERA experience preferred
• Basic financial data understanding
• Guest-centric solutions
• Medallia report usage
• Up-selling techniques

Location

• New York City

Work Type

• Full-time
• Onsite

Experience Level

• 1 year of related experience
• Supervisory experience

Education Level

• 4-year college degree

About the Company

• Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection.
• A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.
• Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.
• Viceroy Park Avenue is located in the heart of Manhattan's NoMad neighborhood.
• This is a globally recognized, design-forward hospitality brand.