Assistant Front Office Manager
1 week ago
We are seeking a highly skilled and experienced Front Office Manager Assistant to join our team at Hyatt Hotels. As a key member of our Front Office team, you will be responsible for leading front desk operations, driving guest satisfaction, and enhancing the overall customer experience.
Key Responsibilities- Front Desk Operations: Assist in the management of front desk operations, including staff training, inter-department communications, and staff scheduling.
- Guest Satisfaction: Respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.
- Financial Performance: Assist in the management of financial performance, including up-selling and room revenue.
- Team Leadership: Manage and motivate the Front Office team to provide a high standard of service for customers.
- Customer Service: Welcome guests and foster customer loyalty through a friendly manner.
- Relationship Building: Develop high-quality relationships with guests throughout their stay.
- Conflict Resolution: Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast solution.
- Arrival and Departure: Oversee and supervise guest arrivals and departures with the front office agents.
- Customer Service Standards: Provide a high level of customer service and maintain a high profile in the day-to-day front office operations.
- Knowledge and Training: Ensure that all front desk employees are well-presented, punctual, and have current knowledge of hotel products, services, facilities, events, pricing, and policies.
- Systems and Procedures: Have a good knowledge of all systems and standard operating procedures of front office.
- Group Reservations: Ensure that group resumes are available and up-to-date.
- Short- and Long-Term Planning: Responsible for short- and long-term planning and the management of the hotel's Front Office operations.
- Guest Room Inventory: Maintain guest room inventory.
- Coaching and Counseling: Coach and counsel employees to reflect Hyatt Service Standards and Procedures.
- Operations and Cash Handling: Ensure all operations and cash handling are done per policies and procedures.
- Communication: Maintain excellent communication with the housekeeping department.
- Leadership and Accountability: Create expectations, lead people, manage processes, and hold people accountable for the agreed-upon activities and timetables.
- Experience: 4 years or more of progressive hotel Front Office experience.
- Education: Degree from an accredited university required. Hotel/Hospitality degree is preferred.
- Skills: Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds. Service-oriented style with professional presentation skills. Clear concise written and verbal communication skills in English. Proficient in Microsoft Word and Excel. Excellent organizational, interpersonal, and administrative skills.
- Previous Experience: Previous experience with hotel operation systems (Opera, HotSOS, Rex, etc.). Ability to work a flexible shift including nights, weekends, and holidays.
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