Director of Front Office- Hyatt Centric Wall Street, NYC

Position Title: Director of Front Office
Company: Hyatt Centric Wall Street

Job Description:
Hyatt Centric Wall Street is seeking a highly motivated and experienced Director of Front Office to join our dynamic team. As the Director of Front Office, you will play a pivotal role in ensuring exceptional guest experiences and operational efficiency within our hotel's front office department. This position requires strong leadership skills, a customer-centric mindset, and the ability to effectively manage a team of front office associates.

Responsibilities
Leadership and Management:

• Lead and oversee the daily operations of the front office department, including front desk, guest services, and concierge.
• Provide guidance, support, and training to front office associates to ensure consistent delivery of high-quality service.
• Foster a positive work environment that promotes teamwork, accountability, and continuous improvement.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns
• Verifies employees are treated fairly and equitably
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
• Areas of responsibility include Runners, Guest Services/Front Desk, Retail/Gift Shop, and Security, as applicable
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
• Develops specific goals and plans to prioritize, organize, and accomplish work
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

Guest Experience:

• Provides services that are above and beyond for customer satisfaction and retention
• Ensure that guest needs are anticipated and met promptly, maintaining Hyatt Centric Wall Street commitment to exceptional customer service.
• Handle guest inquiries, requests, and complaints in a professional and timely manner, striving to resolve issues to the satisfaction of the guest.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations
• Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience and brand standards
• Empowers employees to provide excellent customer service and service recovery
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
• Observes service behaviors of employees and provides feedback to individuals and/or managers

Operational Efficiency:

• Develop and implement standard operating procedures to optimize efficiency and productivity within the front office department.
• Monitor and analyze key performance indicators, such as occupancy rates, room revenue, and guest satisfaction scores, to identify areas for improvement.
• Work closely with other departments, such as housekeeping and reservations, to coordinate seamless guest experiences and resolve operational challenges.
• Verifies compliance with all Front Office policies, standards and procedures
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
• Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Understands employee positions well enough to perform duties in employees' absence
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation

Revenue Management:

• Collaborate with the sales and marketing team to maximize room revenue through strategic pricing and inventory management.
• Identify opportunities to upsell rooms and hotel amenities to enhance guest satisfaction and revenue generation.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department

Compliance and Safety:

• Ensure compliance with Hyatt Centric Wall Street standards, policies, and procedures, as well as local regulations and laws.
• Maintain a safe and secure environment for guests and associates by adhering to safety protocols and emergency procedures.

Qualifications:

• Bachelor's degree in Hospitality Management or related field preferred.
• Minimum of 5 years of experience in hotel front office operations, with at least 2 years in a managerial or supervisory role.
• Excellent leadership, communication, and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Proficiency in hotel management software and Microsoft Office Suite.
• Union Experience Preferred.
• Flexibility to work varying shifts, including evenings, weekends, and holidays.
• Join us and embark on a rewarding career where you can make a difference in the lives of our guests while advancing your professional development. Apply today to become our Director of Front Office and be part of a global hospitality leader committed to excellence.