Guest Experience Lead — Front Office Manager (12 Complimentary Nights)

Hyatt Hotels Corporation; Town of Thompson (NY); On-site; USD 53,000 - 80,000; Full time

Benefits offered by this job

Complimentary nights

Staff discounts on stays

Free meals on duty

Food & beverage discount

Uniform provided

Headspace membership

Career development opportunities

Job summary

Hyatt Regency London Blackfriars, part of Hyatt Hotels Corporation, seeks a dynamic Reception Manager to lead daily front desk operations and coach the Front Office team to deliver star-quality service for international guests.

You will monitor guest satisfaction, handle complaints, recruit and onboard staff, and act as Duty Manager when required. Hyatt offers extensive benefits and clear career pathways across Hyatt Hotels worldwide.

Qualifications

• Experience leading a Front Office team in a hotel setting (customer-facing).
• Strong guest-service orientation with a professional demeanor.
• Ability to train, coach and develop staff to deliver 5-star service.
• Experience managing daily front desk operations and Duty Manager duties.

Responsibilities

• Manage daily front desk operations to ensure a seamless guest experience.
• Lead, train, schedule and evaluate Front Office team performance.
• Act as Front Office Manager in absence and as Duty Manager as needed.
• Oversee recruitment, onboarding and ongoing development of Front Office staff.
• Set departmental objectives and provide regular feedback and coaching to team members.
• Ensure exceptional arrival and departure experiences for all guests, including VIPs and repeat visitors.
• Monitor and improve check-in/check-out processes for efficiency and satisfaction.
• Handle guest complaints and feedback with timely service recovery.
• Interact confidently with high-profile guests while maintaining discretion.
• Monitor guest satisfaction scores and drive initiatives to improve service.

Skills

Front Office leadership

Guest service

Team training

Recruitment

Job description

Hyatt Regency London Blackfriars, part of Hyatt Hotels Corporation, seeks a dynamic Reception Manager to lead daily front desk operations and coach the Front Office team to deliver star-quality service for international guests.

You will monitor guest satisfaction, handle complaints, recruit and onboard staff, and act as Duty Manager when required. Hyatt offers extensive benefits and clear career pathways across Hyatt Hotels worldwide.