Director of Front Office

The Regional Municipality of Durham; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading hotel seeks a Front Office Manager to oversee front desk operations, focusing on guest satisfaction and staff management. The ideal candidate will have extensive experience in hotel Rooms Management, exceptional communication skills, and a strong customer service orientation. This role involves training staff, managing budgets, and ensuring operational efficiency, with an emphasis on maintaining Hyatt service standards.

Qualifications

• At least 4 years of progressive hotel Rooms Management experience.
• Service-oriented style with professional presentation skills.
• 2 years progressive management experience within the Rooms Division of a hotel.

Responsibilities

• Manage all duties of front desk operations including staff training and scheduling.
• Respond to guest requests and complaints to ensure satisfaction.
• Maintain guest room inventory and financial operations.

Skills

Leadership

Customer Service

Communication

Organizational Skills

Interpersonal Skills

Education

Hotel/Hospitality degree

Tools

Microsoft Word

Microsoft Excel

Job description

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Rooms Director.

The Front Office Manager is responsible for all duties of the front desk operation which includes staff training, inter-department communications, and staff scheduling. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.

Duties include:

• Responsible for short and long term planning and the management of the hotel's Front Office operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Insures proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures

Qualifications

• Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills