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Hyatt · 1 day ago

Front Office Manager

New York, NY

Full-time

Onsite

Mid, Senior Level

$70K/yr - $75K/yr

Hyatt is a leading hospitality company, and they are seeking a Front Office Manager to assist the Assistant General Manager in overseeing front office functions and supervising staff. The role focuses on ensuring guest satisfaction, managing daily operations, and supporting the front desk team to achieve financial goals and provide exceptional customer service.

HospitalityInformation TechnologyTravel

H1B Sponsor Likely

Responsibilities

Manages day-to-day operations, ensuring the quality and standards, and meeting the customers' expectations daily

Develop specific goals and plans to prioritize, organize, and accomplish your work

Handles complaints, settles disputes, resolves grievances, and conflicts, or otherwise negotiates with others

Supervises staffing levels to meet guest service, operational needs, and financial objectives

Ensures regular ongoing communication with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results

Understands the impact of the department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example

Encourages and builds mutual trust, respect, and cooperation among team members

Serving as a role model to demonstrate appropriate behaviors

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager

Provides services that are above and beyond for customer satisfaction and retention

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

Responds to and handles guest problems and complaints

Set a positive example for guest relations

Empower employees to provide excellent customer service

Observe service behaviors of employees and provide feedback to individuals

Interacts with customers to obtain feedback on the quality of products, service levels, and overall satisfaction

Ensures employees understand customer service expectations and parameters

Interacts with guests to obtain feedback on product quality and service levels

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

Implements the customer recognition/service program, communicating and ensuring the process

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates

Supervises same-day selling procedures to maximize room revenue and control property occupancy

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process

Supports the developmental needs of others and coaches, mentors, or otherwise helps others improve their knowledge or skills

Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns

Bring issues concerning employee satisfaction to the department managers' and Human Resources' attention

Assists as needed in interviewing and hiring employee team members with the appropriate skills

Supports a departmental orientation program for employees to receive the appropriate new hire training to perform their jobs successfully

Participates in employee progressive discipline procedures

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Analyzes information and evaluates results to choose the best solution and solve problems

Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner

Performs all duties at the Front Desk as necessary

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results

Manages any accounting-related processes (AR/AP/Checkbook Management/etc) as directed by the AGM

Supports hotel operations

Responsible for completing any assigned tasks by the AGM/GM

Qualification

Customer ServiceStaff ManagementConflict ResolutionFinancial Performance ManagementInterpersonal SkillsCoachingCommunicationProblem Solving

Required

Assists the Assistant General Manager in administering front office functions and supervising staff on a daily basis

Front office areas include Bell Staff and Guest Services/Front Desk

Position directs and works with managers and employees to implement procedures, ensuring efficient check-in and check-out processes

Ensures guest and employee satisfaction and maximizes the department's financial performance

Manages day-to-day operations, ensuring the quality and standards, and meeting the customers' expectations daily

Develop specific goals and plans to prioritize, organize, and accomplish your work

Handles complaints, settles disputes, resolves grievances, and conflicts, or otherwise negotiates with others

Supervises staffing levels to meet guest service, operational needs, and financial objectives

Ensures regular ongoing communication with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results

Understands the impact of the department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example

Encourages and builds mutual trust, respect, and cooperation among team members

Serving as a role model to demonstrate appropriate behaviors

Supervises and manages employees

Manages all day-to-day operations

Understands employee positions well enough to perform duties in employees' absence