Assistant Front Office Manager-Hyatt Centric Wall Street, NYC

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

The Assistant Front Office Manager 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 Front Office Manager 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.

• 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.

• 2+ years of Front Office or Guest Services supervisory experience in a full-service or upscale hotel.

• Prior experience in a unionized hotel environment strongly preferred.

• Working knowledge of property management systems (preferably OPERA or similar).

• Excellent communication, problem-solving, and conflict-resolution skills.

• Proven ability to manage performance, coach teams, and enforce policies fairly.

• Flexible schedule, including availability to work weekends, evenings, and holidays.

• Bachelor’s degree in Hospitality Management or related field preferred.

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.