Front Office Manager-Hyatt Centric Wall

Front Office Manager

Hyatt Centric Wall Street New York
Location: New York, NY

The Front Office Manager is responsible for leading all front-of-house operations to deliver an exceptional guest experience aligned with Hyatt brand standards. This role oversees the Front Desk, Guest Services, and Bell/Valet (as applicable), ensuring smooth daily operations, strong financial controls, labor management, and a service culture that reflects the lifestyle positioning of Hyatt Centric. The Front Office Manager plays a key leadership role in guest satisfaction, colleague engagement, and operational excellence.

Guest Experience & Service Excellence

• Champion a guest-first culture; resolve guest concerns promptly and professionally.

• Ensure consistent delivery of Hyatt service standards and brand voice.

• Monitor guest feedback (GSS, reviews) and implement action plans to improve scores.

Operations Management

• Oversee daily front office operations including arrivals, departures, room assignments, and cash handling.

• Coordinate closely with Housekeeping, Engineering, and Security to ensure room readiness and guest safety.

• Maintain accuracy of reservations, room status, billing, and night audit processes.

Leadership & Team Development

• Recruit, train, schedule, and supervise front office colleagues.

• Coach and develop supervisors and agents; conduct performance reviews and corrective actions as needed.

• Foster a positive, inclusive work environment with high engagement and accountability.

Financial & Administrative Controls

• Manage labor within budget; prepare schedules aligned with forecasted occupancy.

• Ensure compliance with cash handling, credit policies, and internal controls.

• Review daily reports (ADR, RevPAR, occupancy) and communicate trends to leadership.

Compliance & Safety

• Ensure compliance with Hyatt policies, union agreements (if applicable), and New York labor laws.

• Enforce safety, security, and emergency procedures.

Collaboration & Communication

• Partner with Sales, Revenue Management, and Corporate teams on forecasts, group arrivals, and VIPs.

• Participate in department head meetings and contribute to hotel-wide initiatives.

• Minimum 3–5 years of progressive Front Office leadership experience in an upscale or lifestyle hotel.

• Prior Hyatt experience preferred; strong knowledge of Hyatt systems a plus.

• Experience in union environments and New York labor regulations preferred.

• Proven leadership, communication, and problem-solving skills.

• Strong financial acumen with experience managing labor and operating reports.

• Proficiency with PMS systems (Opera preferred) and Microsoft Office.

• Flexible schedule including evenings, weekends, and holidays.

• Ability to stand and move throughout the hotel for extended periods.

• Ability to lift up to 25 lbs as needed.

• Fast-paced, guest-facing environment.

• Competitive compensation and benefits

• Career growth within Hyatt and portfolio opportunities

• A dynamic, lifestyle-driven work environment in the heart of Wall Street