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

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

Overview

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.

Key Responsibilities

• 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.

Qualifications

• Bachelors degree in Hospitality Management or related field preferred.

• Minimum 57 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.

What We Offer

• 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.