Front Office Operations Manager
il y a 3 semaines
If you are interested in a career with Hyatt Hotels Corporation, please explore our job postings.
The Front Office Operations Manager is accountable for overseeing all aspects of the front desk functions, which encompass: employee training, inter-departmental communication, and staff scheduling. The Front Office Operations Manager should exhibit excellent communication skills and showcase strong leadership qualities. This role involves assisting in the management of Front Office operations and guest service personnel, responding promptly to guest inquiries and/or issues in a courteous manner, and ensuring appropriate measures are taken to secure guest satisfaction. This position reports directly to the Rooms Director of the hotel.
Key Responsibilities:
- Manage both short-term and long-term planning for the hotel's Front Office operations.
- Develop and propose the budget, labor cost plans, and objectives, managing within those approved frameworks.
- Mentor and guide employees to embody Hyatt Service Standards and Procedures.
- Perform all essential tasks of Front Office Staff as necessary to enhance service, including roles in Front Office, Concierge, Guest Services, and PBX.
- Ensure compliance with policies and procedures regarding all operations and cash handling.
- Foster excellent communication with the housekeeping department.
- Stay informed on pricing, rates, promotions, packages, and programs, ensuring all staff are well-trained in these areas.
- Analyze, investigate, and resolve guest complaints effectively.
- Set expectations, lead teams, manage processes, and hold individuals accountable for agreed-upon activities and timelines.
- Coach and mentor employees to reflect Hyatt service standards and procedures.
Required Qualifications:
- Proven ability to effectively engage with individuals from diverse socioeconomic, cultural, disability, and ethnic backgrounds.
- A minimum of 4 years of progressive experience in hotel Rooms Management (preferably with Hyatt).
- Previous experience in hotel pre-opening is preferred for new hotel openings.
- Service-oriented approach with professional presentation skills.
- At least 2 years of progressive management experience within the Rooms Division of a hotel.
- A degree in Hotel/Hospitality is an asset.
- Must demonstrate strengths such as high energy, entrepreneurial spirit, motivational leadership, effective communication, exceptional customer service, and the ability to enhance profitability.
- Clear and concise written and verbal communication skills in English are essential.
- Proficiency in Microsoft Word and Excel is required.
- Excellent organizational, interpersonal, and administrative skills are necessary.
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