Front Office Manager

Front Office Manager

Employer: Hyatt. **Description:** The Front Office Manager is responsible for overseeing all Front Office functions of the property, including Front Desk, Bell Services, Valet, PBX, Reservations, Concierge, and Guest Services. They will ensure high levels of guest service at all times with optimal staffing, training, and supervision of adherence to hotel policies. **General:** + Manages day to day operation of the Front Office, including covering MOD shifts as necessary. + Ensure all guest requests and complaints are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar). + Oversee guest complaint resolution and Incident Log reporting. + Oversee VIP and amenity program. + Ensurescompliancewithall Front Officepolicies,standardsandprocedures. + Target guest engagement and delight; monitors guest satisfaction scores and reviews/surveys, ensure timely responses, and takes corrective actions as needed. Drive department goals for positive guest reviews and survey scores (particularly on Trip Advisor). + Participatesinthedevelopmentandimplementationofcorrectiveactionplanstoimproveguestsatisfaction. + Develop, update, and maintain all Front Office SOPs and policies, and conduct regular audits to ensure compliance with brand standards. + Attend the weekly Owner’s meeting and manager meetings. **Team:** + Interview, recruit, train, develop, and lead the Front Office Team. + Responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); tracks employee time and attendance. + Reviewsstaffinglevelsto forecastto ensure theguest service,operationalneeds,andfinancialobjectivesaremet. + Ensures all employees have proper supplies, equipment, and uniforms. + Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results. + Conduct regular, formal 1 to 1 pe