Front Office Manager

Summary:
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the Director of Operations.


The Front Office Manager is responsible for all duties of the front desk operation which includes, but is not limited to staff training, inter-department communications, and staff scheduling. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.


Duties include:

• Responsible for short and long term planning and the management of the hotel's Front Office operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Insures proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures
• All other duties as assigned to support the hotel operations

The pay range for this position is $63,000 - $75,000. Additional benefits include:

• Free parking/ free meals
• Paid Family Bonding Time & Adoption Assistance
• Paid Vacation, Sick days, New Child Leave, Holidays
• Tuition Reimbursement, 401K with company match, Employee Stock Purchasing Plan
• Complimentary hotel nights and discounts at Hyatt properties around the world

Qualifications:

• Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills