Front Office Manager-Hyatt Centric Wall Street New York

Blue Sky Hospitality Solutions•New York, NY

5d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Prior Hyatt experience preferred; strong knowledge of Hyatt systems a plus.
Experience in union environments and New York labor regulations preferred.

Responsibilities

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.
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.
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.
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.
Ensure compliance with Hyatt policies, union agreements (if applicable), and New York labor laws.
Enforce safety, security, and emergency procedures.
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.