Director of Front Office- Hyatt Regency Schaumburg, Chicago

Blue Sky Hospitality Solutions • Chicago, IL

2d

About The Position

The Director of Front Office is a senior leadership role responsible for overseeing all front office operations, ensuring exceptional guest experience, operational efficiency, and financial performance. This role leads the front desk, guest services, concierge, and related functions while aligning with Hyatt brand standards.

Requirements

• 4+ years of progressive experience in hotel Rooms Division or Front Office leadership
• 2+ years in a management or director-level role
• Experience with Hyatt or branded hotels preferred
• Strong knowledge of PMS systems (Opera preferred)
• Union experience (highly preferred for Chicago market)
• Excellent leadership, communication, and problem-solving skills

Responsibilities

• Front Office Operations Leadership
• Oversee all front desk operations including check-in/out, guest services, and concierge
• Ensure smooth daily operations and adherence to Hyatt service standards
• Maintain guest room inventory and coordinate with housekeeping
• Ensure compliance with cash handling, billing, and audit procedures
• Guest Experience & Service Excellence
• Drive high guest satisfaction and loyalty scores
• Handle VIP guests, escalations, and service recovery
• Respond quickly to guest complaints and ensure resolution
• Create a culture of personalized, high-touch service
• Team Leadership & Development
• Recruit, train, coach, and manage front office team
• Conduct performance management, scheduling, and staffing plans
• Lead daily briefings and ensure staff alignment with service standards
• Build a strong, motivated, and service-driven team culture
• Financial & Revenue Management
• Manage departmental budget, labor costs, and expenses
• Monitor key metrics (ADR, occupancy, revenue, no-shows, adjustments)
• Approve rate changes, comps, and billing adjustments
• Support revenue optimization strategies with Sales & Revenue teams
• Systems & Technology Oversight
• Oversee hotel systems such as:
• Opera PMS
• POS systems
• Guest feedback platforms (Medallia, etc.)
• Ensure accurate billing, reporting, and audit compliance
• Drive digital guest experience improvements (mobile check-in/out)
• Cross-Department Collaboration
• Work closely with:
• Housekeeping
• Sales & Revenue
• Engineering
• Communicate occupancy forecasts, VIP arrivals, and group needs
• Align front office operations with overall hotel strategy
• Compliance & Risk Management
• Ensure adherence to Hyatt policies, procedures, and safety standards
• Maintain secure and compliant front office operations
• Handle emergency situations and guest safety issues

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees