Taskforce Assistant Front Office Manager

Hyatt Hotels Corporation; New York (NY); Presencial; USD 70.000 - 75.000; Jornada completa

Descripción de la vacante

Hyatt Hotels Corporation in New York City is seeking a Taskforce Assistant Front Office Manager to lead Front Office operations, drive guest satisfaction, and develop a team of hospitality professionals dedicated to authentic, personalized service.

You will oversee Front Desk, Guest Services, Bell Services, and overnight operations, coaching colleagues, managing guest interactions, and collaborating with departments to curate local experiences that showcase New York City’s culture and

Responsabilidades

• Lead daily Front Office operations, ensuring exceptional service standards.
• Respond to guest requests, concerns, complaints, recoveries, and emergencies professionally and empathetically.
• Follow up on guest concerns to ensure resolution and satisfaction.
• Monitor guest feedback platforms and service scores; implement action plans.
• Ensure guests are welcomed, recognized, and engaged per Hyatt standards.
• Monitor VIP arrivals and personalized guest experiences.
• Collaborate with Front Office and other departments to curate local NYC experiences.
• Coach and develop Front Office colleagues; lead daily lineups and training sessions.
• Oversee Front Desk, Guest Services, Bell Services, and overnight operations.
• Review logs, requests, shift reports, and Night Audit; ensure timely communications.
• Maintain inventories, supplies, and equipment; enforce cash-handling and audit controls.
• Support payroll, labor productivity, and schedule accuracy.

Descripción del empleo

About the Role

At Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations are not just met, they are exceeded. It is a place of outstanding rewards, where talent opens doors to exciting challenges and opportunities within the hospitality industry. The Taskforce Assistant Front Office Manager plays a critical leadership role in driving operational excellence, guest satisfaction, and colleague engagement within the Front Office. This position supports the Director of Front Office/ Assistant Director of Front Office in overseeing Front Desk, Guest Services, Bell Services, and overnight operations, ensuring that every guest interaction reflects Hyatt's commitment to luxury hospitality and personalized service. As a visible leader within the hotel, the Assistant Front Office Manager is responsible for coaching and developing colleagues, resolving guest concerns, managing daily operations, maximizing revenue opportunities, and fostering a culture of accountability, teamwork, and service excellence. This role serves as a champion of the guest experience by ensuring seamless arrivals, memorable stays, and successful departures. In addition to operational leadership, the Assistant Front Office Manager is responsible for developing a team of hospitality professionals who act as ambassadors of New York City. Through training, coaching, and mentorship, this leader ensures Front Office colleagues are equipped to curate personalized micro-local experiences that connect guests to the culture, neighborhoods, dining, arts, entertainment, wellness offerings, and hidden gems that make Manhattan one of the world's most exciting destinations. By empowering colleagues to create meaningful guest connections and personalized recommendations, this role helps transform stays into memorable experiences that distinguish our property and build lasting guest loyalty.

Key Responsibilities

Guest Experience & Service Excellence

• Lead daily Front Office operations, ensuring exceptional service standards are consistently delivered.
• Respond to all guest requests, concerns, complaints, service recoveries, and emergencies in a professional, timely, and empathetic manner.
• Follow up on guest concerns to ensure complete resolution and guest satisfaction.
• Monitor guest feedback platforms, surveys, comment cards, and service scores, implementing action plans as needed.
• Ensure all guests are welcomed, recognized, and engaged in accordance with Hyatt service standards.
• Monitor VIP arrivals, special requests, group arrivals, and personalized guest experiences.
• Partner with Front Office team, and other operational departments to curate memorable local experiences for guests visiting New York City.
• Ensure the Front Office team delivers authentic hospitality by creating personalized guest interactions and anticipating guest needs throughout the stay.

Leadership & Colleague Development

• Assist with recruitment, interview, hire, onboard, train, coach, and develop Front Office colleagues.
• Foster a culture of engagement, accountability, inclusion, and service excellence.
• Conduct performance evaluations and provide ongoing coaching and development feedback.
• Address employee relations matters and administer corrective action in accordance with Hyatt policies.
• Lead daily lineups, departmental meetings, and service-focused training sessions.
• Develop team knowledge of New York City neighborhoods, attractions, dining, arts, culture, nightlife, shopping, wellness, and entertainment offerings.
• Train colleagues to curate personalized micro-local experiences by providing tailored recommendations on dining, arts, culture, nightlife, shopping, wellness, entertainment, and neighborhood attractions.
• Foster a culture in which Front Office colleagues serve as local ambassadors, confidently connecting guests with authentic New York City experiences based on individual interests and preferences.
• Ensure colleagues are equipped to transform routine guest interactions into memorable moments that strengthen guest engagement and loyalty.
• Incorporate local experience curation, storytelling, and destination knowledge into onboarding, training, and performance development programs.
• Ensure all colleagues complete required training and demonstrate proficiency in departmental service standards.

Operations Management

• Oversee Front Desk, Guest Services, Bell Services, and overnight Front Office operations.
• Review Front Office logbooks, guest request logs, shift reports, and Night Audit reports daily.
• Ensure timely delivery and tracking of guest messages, packages, and mail.
• Maintain front office inventories, supplies, and operational equipment.
• Oversee key control procedures and Lost & Found programs in accordance with hotel standards.
• Ensure adherence to all Hyatt policies, procedures, and brand standards.
• Maintain strong communication with Housekeeping, Engineering, Revenue Management, Accounting, Security, Sales, and Human Resources to ensure operational efficiency.
• Coordinate all aspects of service delivery to maintain consistency throughout the guest journey.

Revenue & Financial Performance

• Support daily revenue optimization efforts through effective inventory management and upselling initiatives.
• Maximize room revenue and occupancy through continuous review of business levels, room availability, and market demand.
• Monitor guest accounts, billing accuracy, credit policies, and payment processing procedures.
• Ensure no-show and cancellation revenue is maximized through accurate and consistent billing practices.
• Assist with payroll management and labor productivity initiatives.
• Review colleague timecards and schedules to ensure accuracy and compliance with company standards and labor requirements.

Compliance & Risk Management

• Ensure compliance with Hyatt operational, financial, and safety standards.
• Maintain accurate cash-handling procedures and audit controls.
• Investigate and document guest incidents, accidents, and operational concerns.
• Partner with Security and Human Resources on risk management and workplace compliance initiatives.
• Maintain confidentiality of guest, colleague, and business information.
• Ensure compliance with all company policies, house rules, and service standards.

Annual Salary Range:

$70,000- $75,000

How We Care for Our People

Our purpose sets us apart: to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it guides how we support one another as members of the Hyatt family. Our care for our colleagues is the foundation of our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list for ten consecutive years. This recognition reflects our commitment to creating an environment rooted in inclusivity, empathy, respect, and belonging, where every colleague feels valued and empowered to grow. As a leader within our hotel, the Assistant Director of Sales plays an important