Front Office Manager

Hyatt Hotels Corporation; Indio (CA); On-site; USD 80,000 - 95,000; Full time

Job summary

Grand Hyatt Indian Wells Resort and Villas is seeking a Front Office Manager to lead the front desk, supervise staff, coach the team, and ensure exceptional guest service for both transient and group clientele.

The role reports to the Rooms Director and offers a salary range of $80,000-$95,000 with decisions on pay based on experience and education.

Qualifications

• 4+ years progressive hotel Rooms Management experience (preferably Hyatt).
• Strong service orientation with professional presentation skills.
• Clear, concise written and verbal English communication.
• Proficiency with Word and Excel.

Responsibilities

• Oversee front office operations and guest services.
• Train staff, manage inter-department communications, and schedule staff.
• Respond promptly to guest requests and complaints to ensure satisfaction.
• Manage budgets, labor plans, and achieve KPIs and guest satisfaction targets.
• Coordinate with housekeeping and maintain pricing, rates, and packages knowledge.
• Ensure cash handling and policy compliance.

Skills

Interpersonal skills

Customer service

Leadership

Communication

Staff coaching

English proficiency

Microsoft Word/Excel

Education

Hotel or hospitality management background

Tools

Hospitality software

Job description

Summary

Located in Greater Palm Springs, Grand Hyatt Indian Wells Resort and Villas is a luxury resort destination that offers an exceptional guest experience. Set on 45 acres in the City of Indian Wells, this position will oversee the Front Office and provide meaningful customer service to both transient and group clientele. As a completed and fully operational resort, Grand Hyatt Indian Wells Resort and Villas is dedicated to raising the standard of service and providing unmatched luxury to all guests.

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 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.

The salary range for this position is $80,000 - $95,000, which is the range Grand Hyatt Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on factors such as experience and education.

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 manage 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 timetables
• Ensure proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures
• Ensure new colleagues receive comprehensive onboarding and understand service expectations and department KPIs.
• Experience working with guest satisfaction scores, loyalty programs, and performance metrics.
• Ability to analyze performance data and translate results into practical action plans.
• Ensure new colleagues receive comprehensive onboarding and understand service expectations and department KPIs.
• Experience working with guest satisfaction scores, loyalty programs, and performance metrics.
• Ability to analyze performance data and translate results into practical action plans.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, 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
• Hospitality/Resort 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