Front Office Manager

Job Summary The Front Office Manager is responsible for overseeing all front office functions, including Front Desk, Bell Services, Valet, PBX, Reservations, Concierge, and Guest Services. The role ensures high levels of guest service at all times with optimal staffing, training, and supervision, while maintaining adherence to hotel policies. Key Responsibilities Manage day-to-day operations of the Front Office, covering MOD shifts as necessary. Respond timely to all guest requests and complaints; set and monitor goal metrics for guest responsiveness using the property work order system. Oversee guest complaint resolution and Incident Log reporting. Supervise VIP and amenity programs. Ensure compliance with all Front Office policies, standards, and procedures. Track and improve guest engagement and satisfaction scores; monitor reviews and surveys, respond promptly, and take corrective action as needed. Develop, update, and maintain all Front Office SOPs and policies; conduct regular audits for brand compliance. Attend the weekly Owner’s meetings and manager meetings. Team Management Interview, recruit, train, develop, and lead the Front Office Team. Schedule staff to meet business demands, including third-party and contract employees. Forecast staffing levels to meet guest service, operational, and financial objectives. Ensure employees have necessary supplies, equipment, and uniforms. Conduct regular formal 1:1 performance reviews. Administer property policies fairly, handle disciplinary procedures, and complete documentation per policy. Observe employee service behaviors; provide feedback and recognition. Invite employee feedback via an “open door” policy; review satisfaction results to address concerns. Participate in progressive discipline procedures for non-performance as per HR guidelines. Guide the department toward KPIs and nurture a culture of exceeding targets. Budget and Financial Management Collaborate with the Director of Operations, Director of Finance, and other department heads on forecasting, monthly P&L, ownership reports, etc. Prepare the annual Front Office department budget and set departmental goals. Manage budgetary and capital expenses, including regular inventory of OS&E. Adhere to all financial policies: credit and cash handling, guest disputes/chargebacks, credit limits, deposits, and third-party billing forms. Educate staff on financial goals; manage to achieve or exceed budgeted targets. Reporting, Analysis, and Industry Awareness Represent Dream Hotel Group professionally at all times. Participate on committees and special projects. Stay current on competitors' offerings, market trends, and industry trends. Travel to properties, venues, trade shows, and Corporate Office as needed for benchmarking and representation. Perform reasonable requests assigned by the management team; attend scheduled meetings and training sessions. Qualifications High school diploma or GED; minimum 3 years experience in Front Office at a luxury hotel in a senior management position; OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; minimum 2 years experience in Front Office at a luxury hotel in a senior management position. Experience in a lifestyle luxury hotel environment strongly preferred. Fluent in business English; additional languages a plus. Strong business acumen and forward-thinking approach to business opportunities, cost management, and financial analysis. Excellent interpersonal skills and ability to build relationships with ownership, corporate office, leadership, employees, clients, vendors, and the community. Proven ability to lead teams in high-volume, pressurized environments and adjust workloads to meet deadlines. Knowledge of operating and control processes that deliver efficiency while meeting standards. Skillful at anticipating, preventing, and solving workplace challenges. Comfortable presenting financials and strategies to stakeholders. Ability to work flexible schedules and be present as business requires. Proficiency in the full Microsoft Suite, Opera PMS Cloud, and hospitality systems such as work order (Alice/Nuvola/HotSOS), CRS, purchasing/inventory platforms. Knowledgeable in health and safety guidelines, including COVID-19 protocols. Location: Hyatt Regency Portland Convention Center, Portland, Oregon, US #J-18808-Ljbffr