Assistant Front Office Manager-Hyatt Centric Wall Street, NYC

Job Title: Assistant Front Office Manager

Location: Hyatt Centric Wall Street, New York, NY
Department: Front Office
Reports To: Front Office Manager / Director of Rooms
Employment Type: Full-Time, Exempt
Union Status: Non-Union Management Role (Supervises Unionized Staff)

Job Summary:

The Assistant Front Office Manager plays a key leadership role in the day-to-day operations of the Front Office at the Hyatt Centric Wall Street. This position supports the Front Office Manager in delivering a seamless guest experience while overseeing unionized front desk, bell, and PBX agents. The ideal candidate thrives in a fast-paced, upscale environment and is committed to upholding Hyatt's brand standards and labor agreements.

Key Responsibilities:

• Assist in managing all front office operations, including front desk, guest services, concierge, and night audit.

• Supervise and support unionized hourly staff, ensuring adherence to CBAs (Collective Bargaining Agreements) and hotel policies.

• Foster a service-first environment and ensure prompt, professional, and personalized guest interactions.

• Handle guest concerns and resolve issues with a focus on service recovery and satisfaction.

• Maintain accurate records of staff attendance, discipline, and training in compliance with union requirements.

• Ensure daily checklists, shift reports, and cash handling procedures are completed accurately and timely.

• Collaborate with Housekeeping, Engineering, and Food & Beverage to meet guest expectations.

• Train, coach, and motivate team members for consistent service excellence.

• Monitor front office supplies, technology, and equipment to ensure smooth operations.

• Participate in departmental scheduling, payroll review, and labor management.

• Serve as the Manager on Duty as assigned.

Qualifications:

• 2+ years of Front Office or Guest Services supervisory experience in a full-service or upscale hotel.

• Prior experience in a unionized hotel environment strongly preferred.

• Working knowledge of property management systems (preferably OPERA or similar).

• Excellent communication, problem-solving, and conflict-resolution skills.

• Proven ability to manage performance, coach teams, and enforce policies fairly.

• Flexible schedule, including availability to work weekends, evenings, and holidays.

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

Why Join Us:

At Hyatt Centric Wall Street, we believe in inspiring curiosity and enabling guests to discover something new in the heart of downtown NYC. As part of our leadership team, you'll play a vital role in delivering authentic hospitality while navigating the dynamic world of union hotel operations.