Front Office & Guest Services Leader

Hyatt; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Hyatt Vacation Ownership seeks a Front Office Leader to oversee Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop. You will direct staff, ensure smooth guest arrivals and departures, and drive satisfaction and department financial performance.

Responsibilities include setting expectations, supervising daily operations, and enforcing SOPs/LSOPs while improving guest experiences and team engagement.

Qualifications

• High school diploma or GED required with 4 years in guest services or front desk.
• Or a 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration or related major with 2 years experience in guest services/front desk.

Responsibilities

• Lead front office team and staff across Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop.
• Direct day-to-day operations and guest arrival/departure procedures.
• Maintain guest satisfaction and maximize the department's financial performance.
• Communicate performance expectations and monitor progress; recognize contributions.
• Ensure policies and procedures are followed per SOPs and LSOPs; support peer review processes.
• Provide information to supervisors and subordinates and handle guest problems or complaints.

Skills

Leadership

Interpersonal communication

Financial decision making

Team management

Customer service

Education

High School diploma or GED

2-year degree in Hotel/Restaurant Management / Hospitality / Business Administration or related major

Job description

Hyatt Vacation Ownership seeks a Front Office Leader to oversee Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop. You will direct staff, ensure smooth guest arrivals and departures, and drive satisfaction and department financial performance.

Responsibilities include setting expectations, supervising daily operations, and enforcing SOPs/LSOPs while improving guest experiences and team engagement.