Director of Front Office

Hyatt; New York (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading hotel chain is seeking a Director of Front Office to manage operations and ensure guest satisfaction. The ideal candidate will have extensive experience in hotel management, strong leadership skills, and a commitment to service excellence. This full-time role involves overseeing front desk operations, training staff, and maintaining high service standards.

Qualifications

• 4+ years of progressive hotel Rooms Management experience, preferably with Hyatt.
• At least 2 years of progressive management experience within a hotel's Rooms Division.
• Service-oriented style with professional presentation skills.

Responsibilities

• Managing short and long-term planning of the hotel’s Front Office operations.
• Coaching and counseling employees to reflect Hyatt Service Standards.
• Ensuring all operations and cash handling adhere to policies and procedures.

Skills

Communication

Leadership

Customer Service

Organizational Skills

Education

Hotel/Hospitality degree

Tools

Microsoft Word

Microsoft Excel

Job description

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Summary

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

Organization - Dream Midtown

The Front Office Manager is responsible for all duties of the front desk operation, including staff training, inter-department communications, and staff scheduling. The ideal candidate should possess strong communication skills and demonstrate leadership abilities. This role involves assisting in the operation of the Front Office and guest services personnel, responding quickly to guest requests and complaints in a friendly manner, and ensuring guest satisfaction.

Key Duties include:

• Managing short and long-term planning of the hotel’s Front Office operations.
• Developing and recommending budgets, labor cost plans, and objectives, managing within approved plans.
• Maintaining guest room inventory.
• Coaching and counseling employees to reflect Hyatt Service Standards and Procedures.
• Performing all Front Office staff tasks as needed to facilitate service.
• Ensuring all operations and cash handling adhere to policies and procedures.
• Maintaining excellent communication with housekeeping.
• Keeping information on prices, rates, specials, packages, and programs, while training staff accordingly.
• Analyzing, investigating, and resolving guest complaints.
• Creating expectations, leading teams, managing processes, and holding staff accountable.
• Ensuring proper staffing levels for customer service goals.
• Coaching and counseling employees to uphold Hyatt service standards.

Qualifications

• Ability to effectively interact with people of diverse cultural, disability, and ethnic backgrounds.
• 4+ years of progressive hotel Rooms Management experience, preferably with Hyatt.
• Pre-opening hotel experience preferred.
• Service-oriented style with professional presentation skills.
• At least 2 years of progressive management experience within a hotel's Rooms Division.
• Hotel/Hospitality degree is an asset.
• Strong qualities: high energy, entrepreneurial spirit, motivational leadership, effective communication, customer service excellence, and bottom-line focus.
• Excellent written and verbal communication skills in English.
• Proficiency in Microsoft Word and Excel.
• Excellent organizational, interpersonal, and administrative skills.

Additional Information

• Seniority level: Director
• Employment type: Full-time
• Job function: Management
• Industries: Hospitality, Healthcare, Non-profit, Government