Guest Services / Front Office Manager

Hyatt Hotels Corporation; Newport Beach (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading hospitality company is seeking a Guest Service / Front Office Manager to oversee front desk operations and deliver exceptional guest service. This role involves managing daily operations, supervising staff, and ensuring financial profitability while maintaining high service standards in a luxury environment.

Qualifications

• At least 3 years of experience in guest services, front desk, or related areas.
• Minimum 3 years supervisory experience in hospitality front desk.
• Experience preferred in a luxury hotel or resort.

Responsibilities

• Manage all Front Desk operations ensuring guest satisfaction.
• Supervise staff, handle hiring, training, and performance evaluations.
• Implement policies and procedures, handle guest inquiries and requests.

Skills

Strong communication

Multitasking

Interpersonal skills

Education

Bachelor’s degree in hospitality or related field

Tools

PMS systems

POS systems

MS Office

Opera

Oracle

Job description

Under the direction of the Senior Manager, Hotel Operations, the Guest Service / Front Office Manager is responsible for directing and administering Front Desk operations to deliver best-in-class guest service and ensure financial profitability through managing daily operations.

Essential Duties and Responsibilities

1. Manage all Front Desk Department operations, including guest service, registration (check-in/check-out), room inventory, guest service standards, product quality, cost controls, marketing initiatives, and system management. Monitor service and satisfaction trends, evaluate issues, and implement improvements. Ensure compliance with property standards, health and safety regulations, policies, and procedures.
2. Develop, implement, and enforce policies and procedures. Keep team members informed of upcoming events. Schedule Front Desk staff.
3. Greet guests, respond to inquiries, requests, and issues promptly and courteously; collaborate with other departments to resolve guest concerns. Use up-selling techniques to maximize occupancy and revenue.
4. Perform other duties as assigned to support department efficiency.

Supervisory Responsibilities

Supervise staff according to organizational policies and laws. Responsibilities include hiring, training, scheduling, performance evaluation, rewarding, disciplining, and resolving issues. Make hiring decisions and develop individual growth and succession plans for key roles.

Education, Experience, and Qualifications

• Bachelor’s degree preferred, preferably in hospitality, business administration, or related fields.
• At least three (3) years of experience in guest services, front desk, or related areas.
• Minimum three (3) years of supervisory experience in a hospitality front desk or guest service department.
• Experience in a luxury hotel or resort is preferred.

Knowledge, Skills, and Abilities

• Proficiency with hotel PMS and POS systems.
• Ability to multitask in a high-volume, fast-paced environment.
• Strong communication and interpersonal skills.
• Technical skills including MS Office, Opera, Oracle, and PMS systems.

Hyatt Regency Newport Beach West is an equal employment opportunity employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected group.

This position is at a location where Hyatt is not the employer. The employer may be a third-party management company responsible for employment benefits and obligations at this location.