Assistant Front Office Manager

Hyatt; New York (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

A luxury hotel brand is seeking an experienced Assistant Front Office Manager to lead the Front Office team in ensuring guest satisfaction. Responsibilities include managing performance, handling guest complaints, and ensuring adherence to service standards. Candidates should have prior hotel management experience and a strong understanding of financial operations. The role involves working in a fast-paced environment and requires excellent leadership and communication skills. This position is based in New York City and may have third-party management oversight.

Qualifications

• Must have previous hotel management experience with team leadership.
• FSD Certification preferred within 6-8 months of employment.
• Two years of Front Desk Experience, preferably with Hyatt.

Responsibilities

• Assist in leading the Front Office staff for guest satisfaction.
• Manage team performance and communicate feedback.
• Handle guest requests and complaints effectively.

Skills

Leadership

Time Management

Customer Focus

Financial Knowledge

Communication

Education

College degree

FSD Certification

Tools

Microsoft Office

Property management system

Job description

Description

The Hyatt Centric New York is seeking an experienced Assistant Front Office Manager who will assist in leading the Front Office staff in the proper execution of Guest Satisfaction and Front Desk service standards. The Assistant Front Office Manager will also assist in hiring team members, managing performance, communicating feedback, and training the Front Desk team to perform their jobs successfully.

• Ensures service, technical skills, and other training occur throughout the property to support successful daily operations.
• Ensure that the various reports required for the day-to-day operation are completed accurately and distributed to the concerned departments.
• Ensure that credit extended to guests is strictly controlled and that the mode of payment is clearly understood within the limits of the hotel credit policy.
• Constantly review the expected arrivals for the day to identify possible no-shows in order to maximize room utilization.
• Review all the night reports each morning before distribution to ensure it is accurate.
• To handle all guest requests and complaints addressed to the front desk, to report to the Front Office Manager all guest complaints or comments, and the action taken at the end of the day.
• Demonstrates and communicates drivers of guest satisfaction; ensures core elements of the service strategy are in place to produce the desired results.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction.
• Observe service behaviors of team members and provide feedback to individuals and/or supervisors. Continuously strives to improve service performance.
• Recommend and/or initiate disciplinary or other staffing/human resources-related actions in accordance with Company rules and policies. Alert the Director of Operations and General Manager of potentially serious issues.
• Review financial Departmental statements to understand the department's performance versus budget and expenses.
• Manages costs within the Department budgeted parameters.
• Monitors guest survey results and other data to identify areas for improvement. Review findings with the hotel team and ensure appropriate action is taken.
• Makes decisions, oversees team performance, removes obstacles to success, and ensures adequate resources are available to achieve business results.
• Creates a synergistic team and work environment that consistently delivers positive results and continuously strives to improve these results.
• Ensures the Department meets franchise standards.
• Ensures the property is a safe and secure facility for guests and team members.
• Communicates and ensures execution of hotel emergency procedures.
• Assists the Front Office Manager in all tasks.
• Be fully aware of the general booking situation for the current and future dates, especially during heavily booked periods.
• Extend his/her scope of supervision beyond the front desk when no duty manager is available.
• Ensure that credit extended to guests is strictly controlled and that the mode of payment is clearly understood within the limits of the hotel credit policy.
• Ensure the company’s policies and security requirements are met.
• Familiar with and able to direct all fire, life, and safety procedures and train staff in the appropriate fire, life, and safety procedures.

Requirements

• FSD Certification Preferred. Must be capable of completing the requirements for Hotel Fire Safety Director certification within the first 6-8 months of employment. (Classes and certifications paid by the employer)
• Previous hotel Management experience preferred with proven success in leadership of teams.
• Two years of Front Desk Experience, preferably with Hyatt.
• Proven success in guest service results.
• College degree preferred.
• Strong financial knowledge is required.
• Knowledge of Microsoft Office, Internet, and property management system.
• Ability to work a flexible schedule, including weekends and holidays.
• Drive for Results demonstrated through successful performance in prior leadership positions.
• Time Management skills to meet commitments across multiple departments and roles.
• Customer Focus to consistently deliver optimal employee and Customer Satisfaction.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third‑party management company that is responsible for all employment benefits and obligations at this location.