Front Office Manager
hace 2 días
Milwaukee
Front Office Manager \n Hyatt Regency Milwaukee \n Reports To: Operations Manager \n Career Path: Operations Manager → Assistant General Manager → General Manager \n \n QUALIFICATIONS: \n\n • Minimum of three (3) years of progressive Front Office experience in a full-service hotel, with previous supervisory experience required.\n, • Bachelor's degree in Hospitality Management or related field preferred; equivalent hotel leadership experience will be considered.\n, • Strong leadership, coaching, and team development skills with a passion for delivering exceptional guest service.\n, • Experience with hotel property management systems (OPERA Cloud experience preferred).\n, • Proficient in Microsoft Office, including Word, Excel, and Outlook.\n, • Ability to communicate information and ideas clearly and professionally with guests, colleagues, and leadership.\n, • Demonstrated ability to evaluate situations quickly and make sound decisions in a fast-paced, high-pressure environment.\n, • Strong problem-solving, conflict resolution, and organizational skills.\n, • Ability to analyze operational and financial information to support business decisions.\n, • Must maintain professionalism, composure, and objectivity under pressure.\n, • Flexible schedule including evenings, weekends, holidays, and additional hours as business demands require.\n, • This position is primarily scheduled on Second Shift and serves as the operational leader during peak guest arrival and evening operations.\n\n \n RESPONSIBILITIES: \n\n • Lead the daily operations of the Front Office during assigned shifts while ensuring an exceptional guest experience.\n, • Respond to guest requests, concerns, service recovery opportunities, and complaints in a courteous, timely, and professional manner, following up to ensure complete guest satisfaction.\n, • Supervise, coach, mentor, and develop Front Desk colleagues while fostering a positive, engaged, and accountable team culture.\n, • Assist with recruiting, interviewing, hiring, onboarding, and training Front Office colleagues in accordance with Hyatt standards.\n, • Conduct performance discussions and provide continuous coaching to support colleague growth and career development.\n, • Ensure compliance with Hyatt brand standards, departmental procedures, and hotel policies.\n, • Monitor daily arrivals, departures, VIP guests, World of Hyatt Elite members, group activity, room inventory, and special requests to ensure seamless execution.\n, • Partner closely with Housekeeping, Engineering, Sales, Security, Revenue Management, and other departments to deliver operational excellence.\n, • Assist with managing room inventory, room assignments, and occupancy to maximize guest satisfaction and hotel revenue.\n, • Monitor cash handling procedures, credit policies, and audit controls to ensure accuracy and accountability.\n, • Review Front Office reports, shift activity, and communication logs to ensure continuity between shifts.\n, • Support Night Audit and other Front Office functions as operational needs require.\n, • Participate in the Manager on Duty (MOD) program as scheduled.\n, • Assist in preparing schedules based on business demand, productivity goals, and labor budgets.\n, • Review payroll edits and attendance records for accuracy.\n, • Maintain appropriate inventory levels of Front Office supplies and equipment.\n, • Ensure Lost & Found procedures, key control, package handling, and guest messaging standards are consistently followed.\n, • Promote World of Hyatt enrollment and recognition initiatives while creating memorable guest experiences.\n, • Drive Front Desk upselling opportunities to maximize room revenue.\n, • Maintain professional communication with guests, colleagues, and leadership while promoting teamwork throughout the hotel.\n, • Assist in emergency response procedures and hotel safety initiatives as needed.\n, • Attend required departmental meetings, leadership meetings, and training sessions.\n, • Perform other duties as assigned by the Operations Manager.\n\n \n CORE METRICS: \n Success in this position will be measured by performance in the following areas: \n\n • Achieve and maintain Front Office Guest Satisfaction (Medallia) scores that meet or exceed Hyatt and hotel goals.\n, • Improve Intent to Recommend (ITR) and Overall Stay Satisfaction through proactive guest engagement and service recovery.\n, • Maintain Front Office labor productivity within established budget guidelines.\n, • Achieve hotel World of Hyatt enrollment and elite recognition goals.\n, • Drive Front Desk upsell revenue through room upgrades and premium accommodations.\n, • Maintain compliance with Hyatt cash handling, audit, and operational standards.\n, • Achieve departmental training and required compliance completion goals.\n, • Foster high colleague engagement through coaching, recognition, and development.\n, • Minimize guest compensation through proactive service recovery and operational excellence.\n, • Support achievement of hotel financial goals, including Rooms Revenue, RevPAR, ADR, Occupancy, and Guest Love scores.\n, • Ensure timely completion and follow-up of guest requests, service recovery cases, and operational action items.\n, • Maintain Hyatt brand compliance during Quality Assurance evaluations and operational audits.\n, • Build strong partnerships across Front Office, Housekeeping, Engineering, Security, Food & Beverage, and Sales to deliver a seamless guest experience.\n, • Develop future leaders through coaching, cross-training, and succession planning.\n\n \n SCHEDULE: \n\n • Full-Time\n, • Primarily Second Shift\n, • Evenings\n, • Weekends\n, • Holidays\n, • Rotating Manager on Duty (MOD) coverage\n, • Additional hours as business needs require\n\n \n BENEFITS: \n\n • Competitive Salary\n, • Annual Performance Bonus Eligibility\n, • Medical, Dental & Vision Insurance\n, • 401(k) with Company Match\n, • Health Savings Account (HSA)\n, • Flexible Spending Account (FSA)\n, • Company-Paid Life Insurance\n, • Paid Time Off\n, • Paid Jury Duty\n, • Employee Assistance Program\n, • Complimentary Associate Meals\n, • Hyatt Hotel Discounts Worldwide\n, • Referral Bonus Program\n\n \n \n WHY HYATT REGENCY MILWAUKEE? \n At Hyatt Regency Milwaukee, our Front Office team sets the tone for every guest experience. As Front Office Manager, you'll lead one of the hotel's most visible departments, mentor future hospitality leaders, and play a key role in driving guest satisfaction and financial performance. \n This role is an excellent opportunity for an experienced hotel professional looking to grow into an Operations Manager position and beyond within Hyatt. \n Hyatt Regency Milwaukee is an Equal Opportunity Employer committed to creating an inclusive workplace where associates can thrive, grow, and deliver exceptional hospitality.