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 hotel Rooms Director.
The Front Office Manager is responsible for all duties of the front desk operation which includes: 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**:
**Duties include**:
Responsible for short and long-term planning and the management of the hotel’s Front Office operation.
Maximize room revenue and occupancy by reviewing room status daily.
Analyze rate variance, monitor credit reports and maintain a close observation of the daily house count.
Effectively managing the labor cost of the desk by having a detailed eye for scheduling, while keeping up with the customer service goals/standards.
Ability to organize, inspire and lead the team.
Managing the room inventory process by effective assignment of the guest room inventory.
Coaching and counseling employees to reflect Hyatt Service Standards and Procedures by creating clear expectations.
Perform all tasks of a Front Office host as needed to facilitate service.
Enforcing all operations and cash handling policies and procedures.
Maintain excellent communication with the Housekeeping and Engineering departments.
Maintain accurate information on prices, rates, specials, packages, programs, forecasts of arrival and departure of guests on an everyday basis while ensuring all staff are trained in all areas.
Understand sell-out strategy and oversell strategy.
Properly handle a relocation situation by being prepared and ready.
Preparing for a Sold-Out Situation.
Relocating a Guest.
Preparing for and Following up with a Returning Guest.
Analyze, investigate, and resolve guest complaints in a timely and satisfactory fashion.
Conduct daily pre-shifts.
Attend weekly revenue and marketing meetings.
Driving the arrival and departure experience both for transient guests as well as our WOH members, and Consortia guests.
Implementing an effective upsell program while managing the process by coming up with daily tactics to secure its success.
Continue to evolve the training of current and new staff members.
Driving the check-in brand standards ( successful completion of AMEX shoppers as well as brand standard audits and WOH check-ins).
**Driving World of Hyatt program**: enrollments, upgrades, room assignments, program communication to the guests.
Great working relation with the Reservations team.
Manage sold-out days as well as relocations.
Managing compensation
Effective usage of the CA program
- being able to create personal connections with guests.
Enhancing the arrival and departure experience to positively affect the customer service scores in a positive manner. (elevated check-in experience).
Support the We Care meetings as well as its efforts.
Hyatt colleagues work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.
This is not your typical career opportunity. This is the Hyatt Touch.
Play
Play
00:00
- 01:58

Mute
Settings
Enter fullscreen

**Qualifications**:
Should have a pleasant personality combined with a dynamic professional attitude able to lead a team.
4 years or more of progressive hotel Rooms Management experience (typically with Hyatt).
With opening hotels, previous hotel pre-opening experience is preferred.
Service-oriented style with professional presentation skills.
At least 2 years of progressive management experience within the Rooms Division of a hotel.
Hotel/Hospitality degree an asset.
Detail-oriented and stress-tolerant.
Able to stand for long periods.
**Must possess the following strengths**: high energy, entrepreneurial spirit, resourceful and result-driven, effective communicator, friendly and outgoing personality a must, effective in providing exceptional customer service and ability to improve the bottom line.
Clear concise written and verbal communication skills in English, Spanish and Dutch.
Must be proficient in Microsoft Office.
Must have excellent organizational, interpersonal and administrative skills.
Strategic thinker who has strong problem-solving abilities.
Opera and Reserve knowledge.
Must be able to work a flexible schedule, including weekends and holidays.