Director of Front Office-Hyatt Centric Wall Street, NYC, NY

Title: Director of Front Office
Location: Hyatt Centric Wall Street, New York

At Hyatt Centric Wall Street, New York, we pride ourselves on offering an energetic and modern hospitality experience in the heart of Lower Manhattan. The Director of Front Office is a key leadership role responsible for overseeing the daily operations of the Front Office department, ensuring exceptional guest service, driving financial performance, and cultivating a culture of care and excellence consistent with Hyatt standards.

• Leadership & Team Management

  • Direct, mentor, and develop the Front Office leadership team including Assistant Front Office Managers, Guest Service Managers, and Supervisors.

  • Recruit, train, and retain top talent while fostering a culture of engagement, accountability, and continuous improvement.

  • Schedule, evaluate, and coach team members to meet departmental goals.

• Guest Experience

  • Ensure seamless arrival and departure experiences, including check-in, check-out, concierge services, and guest relations.

  • Resolve guest concerns with professionalism, empathy, and efficiency.

  • Consistently review guest satisfaction scores and implement action plans to enhance service quality.

• Operational Excellence

  • Oversee daily operations of the Front Desk, Bell/Door, Concierge, and Communications teams.

  • Monitor staffing, payroll, and scheduling to align with business needs and budget.

  • Maintain compliance with Hyatt brand standards, policies, and local regulations.

• Financial & Business Management

  • Manage departmental budget, expenses, and revenue opportunities, ensuring alignment with hotel financial goals.

  • Partner with Revenue Management and Sales to maximize room revenue and upselling opportunities.

  • Track and analyze key performance metrics (labor costs, upsell revenues, service scores).

• Collaboration & Communication

  • Partner with Housekeeping, Engineering, Sales, and Food & Beverage to deliver seamless guest experiences.

  • Act as Manager on Duty as required, representing the hotel in leadership capacity.

  • Participate in executive team meetings, contributing to overall hotel strategy and performance.

• Bachelor’s degree in Hospitality Management or related field preferred.

• Minimum 5–7 years of progressive Front Office leadership experience in a luxury or lifestyle hotel environment, preferably in New York City.

• Strong knowledge of hotel property management systems (Opera or similar).

• Proven ability to manage budgets, labor costs, and service metrics.

• Exceptional leadership, interpersonal, and problem-solving skills.

• Ability to thrive in a fast-paced, dynamic environment with diverse guests and colleagues.

• Competitive salary and annual performance bonus.

• Comprehensive health, dental, and vision insurance.

• 401(k)

• Hyatt global travel perks and discounted stays.

• Opportunities for career advancement within Hyatt Hotels Corporation.