Front Office Manager

Hyatt; Schweiz; In loco; CHF 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Hyatt in Switzerland seeks an experienced Front Office Manager to lead our Front Office operations and deliver outstanding guest experiences. The role emphasizes strong leadership, organizational excellence, and a guest-centric approach within a luxury environment.

You will drive service excellence, motivate teams, and ensure smooth arrivals, departures and guest requests, while upholding brand standards and financial targets.

Competenze

• Experience in a Front Office Manager role in a luxury hotel environment.
• Strong leadership and organizational skills with a guest-centric approach.
• Proven ability to motivate teams, drive service excellence and manage front office operations.

Mansioni

• Lead and oversee Front Office operations to deliver exceptional guest experiences.
• Own the guest journey from arrival to departure, ensuring smooth processes and personalized service.
• Develop and coach the Front Office team to achieve high performance and engagement.
• Monitor KPIs, manage budgets, scheduling and labor targets to optimize efficiency.
• Collaborate with Housekeeping, Reservations, Revenue Management and other departments for seamless guest experiences.
• Ensure compliance with brand standards, policies and health and safety requirements.

Conoscenze

Leadership

Guest service orientation

Organization

People management

Descrizione del lavoro

We are seeking an experienced and passionate Front Office Manager to lead our Front Office operations and deliver exceptional guest experiences. The ideal candidate will have previous experience in a Front Office Manager role, strong leadership and organizational skills, and a guest-centric approach. Experience within a luxury hotel environment is highly desirable, along with a proven ability to motivate teams, drive service excellence, and ensure the smooth and efficient operation of the Front Office department.

Guest Experience & Service Excellence

Ensuring an exceptional, personalized, and memorable guest experience throughout the entire guest journey.

Building and maintaining sustainable relationships with VIP guests, repeat guests, and key stakeholders through proactive service and individualized guest recognition.

Professional handling of complaints and guest concerns, including ownership of service recovery initiatives to maximize guest satisfaction and loyalty.

Analyzing guest feedback and implementing continuous improvement measures in compliance with Forbes and brand standards.

Operational Leadership

Overall responsibility for the operational performance of the Front Office and Guest Relations departments.

Ensuring the smooth execution of all arrival and departure processes, room allocations, cash handling and billing procedures, as well as guest request management.

Continuously optimizing processes, standards, and workflows while actively supporting daily operations.

Assuming Manager-on-Duty responsibilities as required.

People Leadership & Talent Development

Leading, motivating, coaching, and developing the Front Office team to ensure the highest service and performance standards.

Responsibility for recruitment, onboarding, training, development, and performance evaluation of team members.

Fostering a positive, high-performance work culture with a focus on employee engagement, personal development, and succession planning.

Commercial & Administrative Responsibility

Responsibility for workforce planning, scheduling, productivity management, and adherence to labor and budget targets.

Monitoring departmental expenses and actively contributing to budgeting, forecasting, and financial planning processes.

Analyzing relevant operational and financial KPIs and initiating appropriate optimization measures.

Quality Management & Compliance

Ensuring compliance with all hotel policies, brand standards, and operational procedures.

Maintaining proper financial controls, including cash handling, invoicing, and credit policies.

Promoting a culture of continuous improvement while ensuring compliance with all health, safety, and regulatory requirements.

Collaboration & Stakeholder Management

Working closely with Housekeeping, Reservations, Revenue Management, and other operational departments to ensure a seamless guest experience.

Actively participating in operational meetings and ensuring effective communication and handovers between teams and shifts.

Collaborating closely with the Rooms Division Manager in the execution of strategic and operational objectives, particularly in the areas of guest satisfaction, service excellence, budget achievement, talent development, and overall Rooms Division performance.