Hyatt Place/Hyatt House Allentown/Lehigh Valley · 18 hours ago
Hotel Front Office Manager
Hyatt Place Hyatt House Lehigh Valley - Allentown, PA 18106
Full-time
Onsite
Mid, Senior Level
2+ years expHyatt Place/Hyatt House Allentown is seeking a Front Office Manager responsible for directing and administering all Front Office operations. The role involves ensuring exceptional guest service, managing room inventory, budgeting, and participating in meetings to drive departmental success.
Hospitality
Responsibilities
Direct and administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Interview, recruit, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards
Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction. Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance
Assist with the property accounting functions including but not limited to Accounts payable and receivable, house bank audits, petty cash, and tax
Lead, develop and support associates to ensure they are performing in accordance with established standards and TKo core values
Answer inquiries pertaining to hotel policies and services and resolve guests’ complaints and concerns
Prepare schedules based upon budget & occupancy, assigning duties to workers and scheduling shifts to cover staffing needs
Conducts performance evaluations that are timely and constructive
Handles discipline of team members as needed and in accordance of company policy
Monitor and maintain the front office systems and equipment to ensure optimum performance
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Run and complete daily reports, analyze data and make decisions based on data
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards
Perform other duties as requested by management
Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance
Qualification
Required
Previous hotel and management experience
Two Years working as an Assistant General Manager, Front Office Manager and extensive knowledge of overall hotel operations
Can communicate well with guests
Must be willing to “pitch-in” and help co-workers with their job duties and be a team player
Must be able to provide outstanding customer service to internal and external guests
Must have knowledge of departmental operations
Must have knowledge of computers and training techniques
Maintain a professional appearance and manner at all times
Ability to exercise judgment in evaluating situations and in making sound decisions
Must have strong interpersonal skills and cordial behavior
Work schedule varies and may include working on holidays, weekends and alternate shifts as dictated by business and staffing levels
Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling or crouching
Excellent communication, organization, written and guest relations skills
Strong organizational, project management and detail orientation skills, with the ability to multi-task in order to meet a variety of deadlines
Strong interpersonal skills and a can-do positive attitude
A true desire to satisfy the needs of others in a fast-paced environment
Refined verbal and written communication skills
Preferred
Associate or Bachelor's degree in the hospitality field
Opera PMS and Simphony POS experience
Benefits
Medical, Dental and Vision
Employer Paid Life Insurance
Other Supplemental Benefits
Employer Matched 401K
Hotel Room Discounts across multiple brands
Enhanced paid vacation, sick time and holiday pay
Company
Hyatt Place/Hyatt House Allentown/Lehigh Valley
The dual-branded Hyatt Place/Hyatt House/Lehigh Valley features 205 spacious guest rooms, the Aster event center with indoor/outdoor spacious meeting and event space, expertly designed for weddings and catered events.
Allentown, Pennsylvania
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase