Assistant Front Office Manager

Summary:

About the Role

At Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations are not just met, they are exceeded. It is a place of outstanding rewards, where talent opens doors to exciting challenges and opportunities within the hospitality industry.

The Assistant Front Office Manager plays a critical leadership role in driving operational excellence, guest satisfaction, and colleague engagement within the Front Office. This position supports the Director of Front Office/ Assistant Director of Front Office in overseeing Front Desk, Guest Services, Bell Services, and overnight operations, ensuring that every guest interaction reflects Hyatt's commitment to luxury hospitality and personalized service.

As a visible leader within the hotel, the Assistant Front Office Manager is responsible for coaching and developing colleagues, resolving guest concerns, managing daily operations, maximizing revenue opportunities, and fostering a culture of accountability, teamwork, and service excellence. This role serves as a champion of the guest experience by ensuring seamless arrivals, memorable stays, and successful departures.

In addition to operational leadership, the Assistant Front Office Manager is responsible for developing a team of hospitality professionals who act as ambassadors of New York City. Through training, coaching, and mentorship, this leader ensures Front Office colleagues are equipped to curate personalized micro-local experiences that connect guests to the culture, neighborhoods, dining, arts, entertainment, wellness offerings, and hidden gems that make Manhattan one of the world's most exciting destinations. By empowering colleagues to create meaningful guest connections and personalized recommendations, this role helps transform stays into memorable experiences that distinguish our property and build lasting guest loyalty.

Key Responsibilities

Guest Experience & Service Excellence

• Lead daily Front Office operations, ensuring exceptional service standards are consistently delivered.
• Respond to all guest requests, concerns, complaints, service recoveries, and emergencies in a professional, timely, and empathetic manner.
• Follow up on guest concerns to ensure complete resolution and guest satisfaction.
• Monitor guest feedback platforms, surveys, comment cards, and service scores, implementing action plans as needed.
• Ensure all guests are welcomed, recognized, and engaged in accordance with Hyatt service standards.
• Monitor VIP arrivals, special requests, group arrivals, and personalized guest experiences.
• Partner with Front Office team, and other operational departments to curate memorable local experiences for guests visiting New York City.
• Ensure the Front Office team delivers authentic hospitality by creating personalized guest interactions and anticipating guest needs throughout the stay.

Leadership & Colleague Development

• Assist with recruitment, interview, hire, onboard, train, coach, and develop Front Office colleagues.
• Foster a culture of engagement, accountability, inclusion, and service excellence.
• Conduct performance evaluations and provide ongoing coaching and development feedback.
• Address employee relations matters and administer corrective action in accordance with Hyatt policies.
• Lead daily lineups, departmental meetings, and service-focused training sessions.
• Develop team knowledge of New York City neighborhoods, attractions, dining, arts, culture, nightlife, shopping, wellness, and entertainment offerings.
• Train colleagues to curate personalized micro-local experiences by providing tailored recommendations on dining, arts, culture, nightlife, shopping, wellness, entertainment, and neighborhood attractions.
• Foster a culture in which Front Office colleagues serve as local ambassadors, confidently connecting guests with authentic New York City experiences based on individual interests and preferences.
• Ensure colleagues are equipped to transform routine guest interactions into memorable moments that strengthen guest engagement and loyalty.
• Incorporate local experience curation, storytelling, and destination knowledge into onboarding, training, and performance development programs.
• Ensure all colleagues complete required training and demonstrate proficiency in departmental service standards.

Operations Management

• Oversee Front Desk, Guest Services, Bell Services, and overnight Front Office operations.
• Review Front Office logbooks, guest request logs, shift reports, and Night Audit reports daily.
• Ensure timely delivery and tracking of guest messages, packages, and mail.
• Maintain front office inventories, supplies, and operational equipment.
• Oversee key control procedures and Lost & Found programs in accordance with hotel standards.
• Ensure adherence to all Hyatt policies, procedures, and brand standards.
• Maintain strong communication with Housekeeping, Engineering, Revenue Management, Accounting, Security, Sales, and Human Resources to ensure operational efficiency.
• Coordinate all aspects of service delivery to maintain consistency throughout the guest journey.

Revenue & Financial Performance

• Support daily revenue optimization efforts through effective inventory management and upselling initiatives.
• Maximize room revenue and occupancy through continuous review of business levels, room availability, and market demand.
• Monitor guest accounts, billing accuracy, credit policies, and payment processing procedures.
• Ensure no-show and cancellation revenue is maximized through accurate and consistent billing practices.
• Assist with payroll management and labor productivity initiatives.
• Review colleague timecards and schedules to ensure accuracy and compliance with company standards and labor requirements.

Compliance & Risk Management

• Ensure compliance with Hyatt operational, financial, and safety standards.
• Maintain accurate cash-handling procedures and audit controls.
• Investigate and document guest incidents, accidents, and operational concerns.
• Partner with Security and Human Resources on risk management and workplace compliance initiatives.
• Maintain confidentiality of guest, colleague, and business information.
• Ensure compliance with all company policies, house rules, and service standards.

Annual Salary Range: $70,000- $75,000

How We Care for Our People

Our purpose sets us apart: to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it guides how we support one another as members of the Hyatt family. Our care for our colleagues is the foundation of our success.

We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list for ten consecutive years. This recognition reflects our commitment to creating an environment rooted in inclusivity, empathy, respect, and belonging, where every colleague feels valued and empowered to grow.

As a leader within our hotel, the Assistant Director of Sales plays an important role in fostering this culture by developing talent, building meaningful relationships, promoting collaboration across departments, and helping create an environment where colleagues can thrive both personally and professionally.

Who You Are

As our ideal candidate, you understand the power and purpose of Hyatt's Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being .

You are a collaborative, relationship-focused leader who thrives in a fast-paced hospitality environment. You are energized by developing people, building partnerships, carrying a meaningful Major Market group quota, and driving results through teamwork and accountability. You understand that success comes from fostering strong relationships across departments, maintaining a visible and engaged presence, and creating a culture that supports both colleague growth and business performance.

You are someone who:

• Leads with integrity, professionalism, and accountability.
  
  
• Builds trust and strong partnerships with colleagues, clients, and hotel leadership.
  
  
• Enjoys mentoring and developing high-performing teams.
  
  
• Embraces cross-functional collaboration and a "One Hotel, One Team" mindset.
  
  
• Balances strategic thinking with hands-on leadership and active selling.
  
  
• Demonstrates strong business acumen and a consistent, quota-driven approach to sales.
  
  
• Thrives in an onsite leadership role, engaging daily with colleagues, guests, and operational partners.
  
  
• Is committed to continuous learning, innovation, and professional growth.
  
  

Benefits Include:

• Medical insurance
  
  
• Dental insurance
  
  
• Vision insurance
  
  
• 401(k) retirement savings plan
  
  
• Parental leave
  
  
• Paid time off and holidays
  
  
• Employee assistance program
  
  
• Career development opportunities
  
  
• Colleague travel and hotel discounts
  
  

Equal Opportunity Employer

We are committed to creating a workplace where colleagues feel valued, respected, and empowered to succeed. We believe that diverse backgrounds, experiences, and perspectives strengthen our teams and enrich the experiences we create for our guests.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.




Qualifications:

• At least 2-4 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• OPERA Experience Preferred.
• Hyatt Experience Preferred.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must have a valid driver's license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• 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 Dream Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Dream Hotel Standards and regulations to encourage safe and efficient hotel operations.
• 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 as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.