Front Office Manager - Hotel Nyack - JDV by Hyatt, Nyack, NY

Front Office Manager

The Front Office Manager assumes full responsibility for the management of day-to-day and long-term hotel guest reception, reservations, and telephone service operations, while maintaining established revenue, expense, and quality standards. This role works closely with the General Manager to ensure an efficient operation that provides levels of service consistently exceeding visitor, guest, and ownership expectations.

Operational Leadership & Brand Standards

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously. Maintain high visibility to resolve guest concerns and execute effective service recovery.
• Drive Hyatt Guest Satisfaction (GSS) and Medallia scores through proactive team coaching and accountability. Ensure full compliance with Hyatt brand standards, QA requirements, and audit expectations.
• Liaise effectively with Sales, Housekeeping, and Food & Beverage leadership to coordinate VIP arrivals, prioritize room readiness, and manage in-room/special occasion amenities for a seamless guest experience.
• Monitor room inventory to maximize occupancy within the agreed overbooking policy. Ensure all Front of House areas and the hotel entrance remain clean, orderly, and accessible. Serve as Manager on Duty (MOD) as assigned, leading emergency responses.

Financial Accountability & Revenue Generation

• Ensure all guest charges are correctly entered on bills. Adhere strictly to credit control procedures, verifying billing limits, purchase orders, and written confirmations. Oversee the daily balancing of accounts.
• Partner with Revenue Management to maximize ADR, occupancy, and upselling opportunities.
• Prepare and submit accurate administrative work, annual budgetary information, and operational reports on time.
• Actively promote Hyatt loyalty enrollment and recognition to enhance guest engagement.

Team Leadership & Performance Culture

• Supervise all front office personnel, including guest reception, concierge, reservations, and bell staff. Manage correct departmental staffing levels and schedules according to operational needs.
• Build a culture of accountability by setting clear expectations, recognizing strong performance, and addressing performance issues promptly and professionally. Deliver regular on-the-job training and conduct performance appraisals.
• Ensure all team members strictly adhere to uniform and professional grooming standards. Train staff on local emergency preparedness and safety measures.

Qualifications & Skills

• Proven experience managing a diverse front-of-house team while accepting full accountability for departmental outcomes. Experience with Opera PMS or a comparable hotel property management system is highly preferred.
• Ability to interpret financial data, read statistical reports, analyze production metrics, and apply mathematical skills to successfully manage departmental budgets.
• Exceptional written and verbal communication skills, with the ability to handle interactions with guests, associates, and officials with utmost tact.
• Ability to change activities frequently, manage heavy workflow interruptions, and make sound business decisions under pressure.
• Must be available to work flexible hours, including evenings, weekends, and holidays based on business demands.

Physical & Environmental Demands

• Occasional lifting up to 20 lbs. maximum, with frequent lifting/carrying of objects up to 10 lbs. Requires walking or standing to a significant degree, reaching, handling, and feeling.
• Primarily indoor operations (75% or more of time spent inside), with protection from external weather conditions but occasional exposure to temperature fluctuations.

Keys to Success in This Role (KPIs)

To excel in this position, the Front Office Manager will be evaluated on the following Key Performance Indicators:

• Guest Satisfaction: Meeting or exceeding property goals for Hyatt GSS and Medallia scores.
• Financial Efficiency: Operating Front Office payroll and expenses strictly within budget.