Front Office Leader: Guest Experience & Operations

HEI Hotels & Resorts; Jersey City (NJ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical & Dental coverage

Vision insurance

Vacation/Sick/Holiday programs

401(k) with matching funds

Hotel room discounts

Pet insurance

Job summary

HEI Hotels & Resorts seeks a Front Office Manager for Hyatt Regency on the Hudson in Jersey City to oversee the Front Office and Guest Services, lead staff, and ensure guest satisfaction within budget. Strong leadership and communication are essential to drive service excellence in a dynamic hotel environment.

Responsibilities include VIP handling, training, brand standards adherence, and collaboration with Finance on credit management and reporting.

Qualifications

• Minimum of three years of front office management experience required.
• Minimum of two-year department head level experience required.
• Ability to deal effectively with team members and customers, with patience, tact and diplomacy.
• Excellent mathematical comprehension for hotel operations.
• Ability to input information using a moderately complex computer system.
• Ability to read, write, speak and understand English.
• Ability to work under pressure during busy periods.
• Effective verbal and written communication skills.
• Adapt communication style to different audiences (supervisors, coworkers, public).

Responsibilities

• Communicates clearly in writing and verbally to staff.
• Interviews, trains, supervises, evaluates, counsels and disciplines Front Office and Guest Services staff.
• Oversees guest and VIP arrival/departure and adjusts staffing with Front Office Manager.
• Ensures training programs comply with standards.
• Resolves customer issues to the satisfaction of all involved.
• Responds to guest surveys in a timely manner.
• Leads monthly Front Office and Guest Services meetings.
• Manages payroll, schedules and reports within budget.
• Fosters a Guest Service Culture and brand standards.

Skills

Front office management

Team leadership

Interpersonal skills

Payroll & budgeting

Customer service

English communication

Work under pressure

Communication (verbal & written)

Staff development

Job description

HEI Hotels & Resorts seeks a Front Office Manager for Hyatt Regency on the Hudson in Jersey City to oversee the Front Office and Guest Services, lead staff, and ensure guest satisfaction within budget. Strong leadership and communication are essential to drive service excellence in a dynamic hotel environment.

Responsibilities include VIP handling, training, brand standards adherence, and collaboration with Finance on credit management and reporting.