Director of Front Office- Hyatt Regency Schaumburg, Chicago

Blue Sky Hospitality Solutions•Chicago, IL

10h

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