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

Assistant Director Of Front Office

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

Job Summary :

The Assistant Director Of Front Office 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 Director Of Front Office 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 :

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.