Summary
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.
The Front Office Manager is responsible for ensuring the operation of Front Service, Guest Services & Concierge in a friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities
Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services personnel according to Dream Hotel S.O.P.'s.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Dream Hotel S.O.P.'s.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing daily status. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Review Guest Service staff's worked hours for payroll compilation and submit to Human Resources in a timely basis.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Dream Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Dream Hotel S.O.P.'s.
Ensure implementation of all Dream Hotel policies and house rules. Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Services staff.
Assist in preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping, Reservations Engineering, Revenue and Accounting.
Coordinate all aspects of the ongoing implementation of the Dream Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Dream Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Dream Hotel standards.
Establish and maintain key control system.
Ensure participation within department for monthly Dream Hotel team meeting.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.I.P.'s, special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.
Salary:
$60,000- $70,000
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Qualifications
At least 2-4 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
OPERA Experience Preferred.
Hyatt Experience Preferred.
Must be proficient in Windows, Company approved spreadsheets and word processing.
Must have a valid driver’s license from the applicable state.
Long hours sometimes required.
Light hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Dream Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Dream Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.