Front Office Manager

Hyatt Vacation Ownership•Town and Country, WA

21d•$72,500 - $78,500

About The Position

The Front Office Manager is responsible for front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop, as applicable. As a department head, this role directs and works with managers and employees to execute front office operations, including guest arrival and departure procedures. The manager works to improve guest and employee satisfaction and maximize the department’s financial performance. The role leads and manages the Front Office team and day-to-day operations, ensures service and operational standards are met, and oversees staffing, budgets, expenses, policies, employee development, and guest relations. Driving is required, and screening will be conducted. This is an exempt, salaried position.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, or a related professional area; or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 2 years of experience in guest services, front desk, or a related professional area.
Driving is required; screening will be required.

Responsibilities

Lead and manage front office functions and staff, including applicable Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop areas.
Direct and work with managers and employees to execute front office operations, including guest arrivals and departures.
Supervise employees, manage day-to-day operations, and be able to perform employees’ duties in their absence.
Set goals, organize work, prioritize operational needs, and communicate Front Office objectives consistently.
Monitor performance against goals, budgets, standards, and customer expectations; manage controllable expenses and staffing levels.
Ensure compliance with Front Office policies, standards, procedures, and applicable disciplinary documentation processes.
Champion guest service, address guest problems and complaints, review satisfaction data, and identify service improvements.
Coach, mentor, guide, and provide feedback to employees; set performance standards and monitor performance.
Support employee engagement, recognition, fairness, and an open, collaborative working environment.
Manage progressive discipline and performance appraisals for direct-report managers.
Interview and hire managers and hourly employees in a timely manner to meet operational needs.
Communicate relevant information to supervisors, coworkers, subordinates, executives, and peers.
Analyze operational challenges and results, select solutions, and help prevent recurring problems.