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

1. 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.
   • Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns.
   • Verify employees are treated fairly and equitably.
   • Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
   • Areas of responsibility include Runners, Guest Services/Front Desk, Retail/Gift Shop, and Security, as applicable.
   • Review staffing levels to ensure that guest service, operational needs, and financial objectives are met.
   • Develop specific goals and plans to prioritize, organize, and accomplish work.
   • Achieve and exceed goals including performance goals, budget goals, team goals, etc.
2. Guest Experience:
   
   • Provide 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's 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.
   • Act as the “Service Champion” for the Front Office and create a positive atmosphere for guest relations.
   • Verify that all Front Office areas have an atmosphere that is conducive to the overall guest experience and brand standards.
   • Empower employees to provide excellent customer service and service recovery.
   • Review comment cards, guest satisfaction results, and other data to identify areas for improvement.
   • Observe service behaviors of employees and provide feedback to individuals and/or managers.
3. 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.
   • Verify compliance with all Front Office policies, standards, and procedures.
   • Ensure property policies are administered fairly and consistently, and that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
   • Identify and analyze departmental operational challenges and facilitate the development of solutions to prevent reoccurrence.
   • Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
   • Understand employee positions well enough to perform duties in employees' absence.
4. 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.
   • Strive to continually improve guest and employee satisfaction and maximize the financial performance of the department.
5. 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.