At Alila Hotels, a Hyatt Hotels brand, we believe our guests select our luxury resort because of our caring and attentive colleagues who are focused on providing efficient service and meaningful, surprisingly different experiences. As a member of the Assistant Executive Committee, the Front Office Manager is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the Director of Rooms, who oversees Housekeeping, Front Office, and Guest Service departments... more details
At Alila Hotels, a Hyatt Hotels brand, we believe our guests select our luxury resort because of our caring and attentive colleagues who are focused on providing efficient service and meaningful, surprisingly different experiences. As a member of the Assistant Executive Committee, the Front Office Manager is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the Director of Rooms, who oversees Housekeeping, Front Office, and Guest Service departments.
The Front Office Manager oversees hotel services including Front Desk operations, Guest Services and Guest Experience. Conducts weekly or monthly department meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy reporting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. The ideal candidate will have strong leadership skills, a keen eye for detail and previous luxury hotel experience. The salary range for this position is $66,100 - $80,900.
Position Responsibilities and Functions:
- Responsible for short and long term planning and the management of the hotel’s Front Office operations
- Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
- Coach and counsel employees to reflect Hyatt Service Standards and Procedures
- Perform all tasks of a Front Office Staff as needed to facilitate service
- Ensure all operations and cash handling are done per policies and procedures
- Maintain excellent communication with the housekeeping department
- Analyze, investigate, and resolve guest complaints to satisfaction
- Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
- Ensures proper staffing levels for customer service goals
- Coach and counsel employees to reflect Hyatt service standards and procedures
- Medallia Scores at or above Goal for division
- Profit performance as measured against the annual budget
Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.
· Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
· 3 years or more of progressive hotel Front Office experience (typically with Hyatt)
· Service oriented style with professional presentations skills
· Proven leadership skills
· Hotel/Hospitality degree an asset
· Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
· Clear concise written and verbal communication skills in English
· Must be proficient in Microsoft Word and Excel
· Must have excellent organizational, interpersonal and administrative skills
Core Competencies:
Teamwork – Fosters collaborative relationships with other assistant leadership committee and department heads in the hotel to effectively implement a wide range of service strategies.
Oral and Written Communications – Communicates effectively at all levels both verbally and in writing; responds appropriately to verbal and non verbal cues; can succinctly get messages across that have the desired effect. Educates team members on the service strategies and trends of the luxury hotel competitive set.
Leadership: Matches leadership style to the needs of individuals and teams; delegates and provides guidance and coaching accordingly; anticipates and quickly addresses skill or behavioral gaps before they create performance issues; identifies and recognizes good performance; does not tolerate poor performance and works quickly to get employees back on track. Models and expects from others the behaviors identified in Hyatt’s core values and Code of Business Conduct and Ethics.
