Front Office Manager at Hyatt

About the role

The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, and maintaining efficient front office procedures in line with Hyatt Regency standards. This role ensures a seamless guest experience from arrival to departure while maximizing room revenue and occupancy.

Key Responsibilities

Guest Service Management

• Ensure all guests receive a warm welcome and excellent service throughout their stay.
• Handle guest complaints and resolve issues promptly and professionally.
• Maintain high standards of hospitality in line with Hyatt brand expectations.

Front Office Operations

• Supervise daily front desk activities including check-in, check-out, reservations, and concierge services.
• Ensure accurate room allocation and availability management.
• Monitor and maintain cleanliness and organization of the front office area.

Staff Supervision & Training

• Recruit, train, and supervise front office staff.
• Prepare duty rosters and manage staff scheduling.
• Conduct performance evaluations and provide coaching for improvement.

Revenue & Financial Management

• Maximize room occupancy and revenue through effective pricing and upselling strategies.
• Monitor daily financial transactions, billing, and cash handling procedures.
• Prepare reports on occupancy, revenue, and forecasts.

Communication & Coordination

• Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations.
• Ensure effective communication between shifts and departments.

Compliance & Standards

• Ensure adherence to hotel policies, safety standards, and legal requirements.
• Maintain guest confidentiality and data protection standards.

Qualifications

• Previous experience as a Front Office Manager or similar position.
• Pre-Opening experience is an advantage.
• Minimum of 5 years of experience in front office within the hotel industry.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficiency in hotel management software (PMS systems like Opera).
• Ability to work flexible hours, including weekends and holidays.