Front Office Manager

Park Hyatt; Zürich; On-site; CHF 180,000 - 240,000; Full time

Job summary

Park Hyatt Zurich is seeking an experienced Front Office Manager to lead our Front Office operations and deliver exceptional guest experiences. The role requires strong leadership, organizational skills, and a guest-centric approach within a luxury hotel environment.

You will motivate teams, drive service excellence, and ensure smooth, efficient operation of the Front Office, Guest Relations, and related departments across shifts, with a focus on continuous improvement and Forbes-brand standards.

Qualifications

• Deliver exceptional, personalized guest experiences across the guest journey.
• Build VIP and repeat guest relationships with proactive service.
• Handle complaints with effective service recovery and ownership.
• Analyze guest feedback to drive Forbes-brand standard compliance.
• Lead Front Office and Guest Relations to optimize operations.
• Recruit, onboard, train and evaluate front office team.
• Manage workforce planning, scheduling, budgeting, and KPIs.
• Ensure health, safety and brand-standard compliance.
• Collaborate with Housekeeping, Reservations and Revenue Management for seamless guest experiences.

Responsibilities

• Oversee Front Office and Guest Relations performance.
• Ensure smooth arrivals, departures, room allocations, billing and guest requests.
• Lead and develop the Front Office team, including recruitment and performance reviews.
• Monitor budgets, expenses and labor targets.
• Drive continuous improvement and brand-standard compliance.
• Collaborate with other departments to deliver seamless guest experiences.

Skills

Guest experience

Leadership

Team management

Service recovery

Stakeholder management

Job description

Summary

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.

Organization - Park Hyatt Zurich

Summary

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.

Qualifications

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.