Front Office Lead - Guest Experience & Operations

Hyatt Taleo; San Francisco (CA); On-site; USD 66,000 - 76,000; Full time

Benefits offered by this job

Free room nights

Medical Insurance

401K with company match

Paid Vacation

Job summary

Grand Hyatt at SFO is seeking an Assistant Front Office Manager to support daily Front Office operations in a fast-paced airport hotel environment. The role emphasizes guest satisfaction, team leadership, and seamless check-in/check-out experiences for World of Hyatt members, VIPs, and groups.

The ideal candidate will be hands-on, capable of balancing operational priorities with Hyatt service standards while coordinating with housekeeping, engineering, and other departments.

Qualifications

• Strong guest service, leadership, communication, and problem-solving skills.

Responsibilities

• Assist in managing the daily operations of the Front Office, including front desk, guest services, arrivals, departures, and lobby flow.
• Support the Front Office Manager and Rooms leadership team in delivering exceptional guest service and operational excellence.
• Lead, coach, and support front office colleagues during assigned shifts.
• Ensure smooth check-in and check-out experiences for guests, World of Hyatt members, VIPs, groups, airline crews, and other hotel guests.
• Monitor guest arrivals, departures, room status, room assignments, special requests, and service opportunities.
• Partner with housekeeping, engineering, security, reservations, sales, events, food and beverage, and other departments to ensure guest needs are met.
• Respond to guest concerns, service issues, billing questions, and special requests in a professional and timely manner.
• Support service recovery efforts and follow up with guests to ensure satisfaction.
• Maintain strong lobby and front desk presence during peak business periods.
• Assist with room inventory management, occupancy review, upgrades, oversell situations, out-of-order rooms, and operational planning.
• Ensure front office colleagues are knowledgeable about hotel services, airport operations, transportation options, local attractions, and Hyatt brand standards.
• Conduct pre-shift meetings and communicate daily hotel information, occupancy, VIP arrivals, group activity, service goals, and operational priorities.
• Assist with training, onboarding, scheduling, performance feedback, and colleague engagement.
• Ensure compliance with hotel policies, cash handling procedures, credit card procedures, safety standards, privacy requirements, and security protocols.
• Review guest feedback, service scores, operational reports, and shift activity to identify trends and opportunities for improvement.
• Support night audit, accounting, and billing processes as needed.
• Maintain a clean, organized, professional, and welcoming front office and lobby environment.
• Act as manager on duty when assigned.
• Perform other duties as assigned by Rooms or hotel leadership

Skills

Guest service

Leadership

Communication

Problem-solving

Team leadership

Front office operations

Hotel systems

Microsoft Office

Tools

Hotel PMS

Microsoft Office

Job description

Grand Hyatt at SFO is seeking an Assistant Front Office Manager to support daily Front Office operations in a fast-paced airport hotel environment. The role emphasizes guest satisfaction, team leadership, and seamless check-in/check-out experiences for World of Hyatt members, VIPs, and groups.

The ideal candidate will be hands-on, capable of balancing operational priorities with Hyatt service standards while coordinating with housekeeping, engineering, and other departments.